Customer Success Manager

We’ve spent more than a century designing and manufacturing uniforms, serving more than 2,000 top schools across the nation and outfitting more than 500,000 students per year. Headquartered in Portland, Oregon since 1920 and now with a state-of-the-art distribution and decoration facility in Fort Worth, Texas – plus more than 35 retail branches, we forge lasting partnerships that benefit schools, families and the students who wear our industry-leading products. DENNIS makes school uniforms easy!™

We offer a supportive team dynamic as we work together to achieve our shared goal of bringing our partners and customers an ever-improving and best-in-class experience!

Eligible full-time employees also enjoy medical, dental and vision coverage, life insurance, paid time off, a 401K and a discount on DENNIS Uniform items.

DENNIS Uniform Job Description

Job Title: Customer Success Manager (CSM)

Job Location: Retail Branch & Remote

Reports To: Regional Director of Customer Success

Status: Salaried, Full Time

Objective

The objective of a Customer Success manger is to leverage your skill in Customer Success and relationship management to drive customer satisfaction, retention, and loyalty

Supervision Received/Responsibility

This position reports to the Regional Director of Customer Success and responsible for overseeing branch operations along with implementing strategies to elevate the customer experience, foster customers loyalty and maximize customer value.

Position Overview

• Client Relationship Managing: Develop and nurture strong relationships with accounts and retail store clients. Regularly engage with key stakeholders to ensure a deep understanding of their needs and expectations.
• Client On-boarding and Orientation: Guide new customers through on-boarding process, ensuring a smooth transition and understanding of our products and services. Conduct Annual Account Reviews to educate clients on product features, functionality, and best practices.
• Proactive Customer Engagement: Initiate regular check-ins with customers to assess satisfaction levels and address any concerns or issues promptly. Provide proactive support and share insights on how customers can maximize the value of our offerings.
• Product Education and Trainings: Coordinate meetings with clients and staff to ensure understanding of products, features and updates. Collaborate with the product team to relay customer feedback and contribute to product improvement.
• Issue Resolution: Proactivly identify and address any challenges or concerns raised by retail employees, in-store shoppers, and clients, by working collaboratively with internal teams to find effective solutions. Serve as the escalation point for critical issues, ensuring timely and satisfactory resolution .
• Customer Feedback Management: Gather and analyze customer feedback to identify trends, areas of improvement, and opportunities for up-selling or cross-selling. Advocate customer needs and collaborate with team to enhance the overall customer experience.
• Renewal and Up-sell Management: Work closely with the sales team to identify opportunities for up-selling additional products. Manage the renewal process, ensuring a high retention rate and identifying potential risks early on.
• Metrics and Reporting: Monitor and report on key Customer Success metrics, such as customer satisfaction and buying patterns. Utilize data to identify areas of improvement and develop strategies to enhancing Customer Success.
• Customer Advocacy: Identify satisfied customers who can serve as a reference, testimonials, or case studies. Encourage and facilitate the creation of customer community to foster engagement.

Position Requirements

• A customer-centric mindset with a passion for delivering exceptional service.
• Proven experience in a customer-facing role, preferable in Customer Success or account management.
• Excellent communication and interpersonal skills, as the role involves interacting with customers, team members, and cross-functional departments.
• Strong analytical and problem-solving skills, with the ability to use data to make informed decisions and drive continuous improvement.
• Proven ability to collaborate effectively with cross-functional teams including sales marketing, product development and support.
• A track record of achieving and exceeding Customer Success and retention targets. Goal-oriented with a focus on measurable outcomes.
• Ability to adapt to changing business needs and customer requirements.
• Familiarity with CRM software and Customer Success platforms.

Education and Experience

• Several years of experience in Customer Success, account management, or a related field.
• Proven success in building and maintaining strong client relationships.
• Experience in implementing and optimizing Customer Success processes.
• Bachelor's degree in business, management, or related field is a plus but not required.

Working Conditions

• Hybrid office and remote setting encompassing both in-office responsibilities and retail sales tasks.
• Remote Collaboration: Engage with diverse teams such as sales, marketing, and product development.
• Retail Duties: Ability to stand for long periods of time, lift and bend (up to 40 lbs), and comfortably navigate ladders in retail setting.
• Travel: Travel requirements may vary, including on-site client visits for crucial meetings, training sessions or business reviews. Personal vehicle usage for travel to accounts is expected.
• Flexible Hours: Work hours are determined by business needs, with the capacity to work extended hours during peak season (July – September)
• Customer interactions: Regularly interact with customer through various channels, including phone, in-store, email, video conference, or in person meetings. Building strong relationships and understanding customer needs are pivotal for success.
• Professional Attire: Commitment to dressing professionally to accurately represent the company to customers and school accounts.
• Continuous Learning: Due to the dynamic nature of the industry and evolving customer needs, Customer Success Managers will consistently update their skills through training, covering account management, CRM tools, products features, industry trends, and best practices.
• Adaptability: Customer Success Mangers must exhibit adaptability and thrive in a fast-paced and customer-focused environment.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Experience:

• Customer service: 1 year (Preferred)

Ability to Relocate:

• Lone Tree, CO 80124: Relocate before starting work (Required)

Work Location: In person