Customer Success Specialist (School- South Central)

Overview The Customer Success Specialist (CSS) is a customer-facing, high-touch relationship partner responsible for ensuring the accuracy, health, and day-to-day performance of school uniform programs. Operating within a Pod alongside the Business Development Executive (new business) and Account Growth Manager (growth & retention), the CSS plays a dual role:Supports the Account Growth Manager (AGM) on mid- and large-tier accounts, managing day-to-day communication, program updates, product questions, and operational coordination.Owns a defined portfolio of small schools, serving as their primary relationship and operational support partner.This role elevates the current Sales Ops function into a proactive, externally engaged team committed to strengthening school satisfaction, improving admin and parent experience, supporting exclusive program conversions, and protecting revenue across the Pod. The CSS does not complete internal operational tasks (logos, guides, site builds); these are owned by the centralized SOC team. The CSS ensures accuracy and communication but is not the executor.ResponsibilitiesOperational Support & PartnershipPartner closely with the AGM to manage daily interactions for mid- and large-tier school programsHandle program updates, product questions, uniform guide revisions, site updates, and ongoing documentationTrack order activity, inventory risks, parent feedback, and seasonal patterns; surface insights to the AGMSupport AGM-led planning for renewals, exclusive conversions, and business reviewsServe as the primary relationship owner for a designated portfolio of small schools within the PodManage all operational and program support needsConduct proactive outreach to small schools during key seasonal windows to ensure smooth admin and parent experiencesIdentify early signs of risk or opportunity and escalate to the AGM as appropriateProgram Health & Customer CommunicationEnsure program accuracy across all assigned schools: product lists, logos, pricing, guides, site navigation, and promotional messagingCommunicate proactively with school liaisons regarding timelines, inventory updates, seasonal readiness, and service alertsSupport onboarding of new wins following BDE → AGM/CSS handoffMaintain clean, timely documentation in Salesforce and internal systemsCross-Functional CoordinationAct as a customer advocate, coordinating with Merchandising, Planning, Omni/Marketing, DC Operations, and SOC teamsEnsure that sample requests, logo submissions, and build tasks are accurate, complete, and submitted by the appropriate owner (BDE/AGM/CSS), then partner with SOC through completionPhysical RequirementsAbility to sit for long periods of time.Ability to lift up to 30 lbs.Ability to travel 10+ days per year based on school visits and regional events.Live within the South Central Region (TX, KA, OK, LA)Education & Experience RequirementsHigh school diploma or equivalent required; technical training or certification preferred.3–6 years of relevant experience in the field.Demonstrates consistent performance and growing expertise in specialized tasks.Equal Opportunity EmployerEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.#J-18808-Ljbffr