Customer Success Manager-Key Accounts

School Furniture•Cincinnati, OH

33d•Onsite

About The Position

The Customer Success Manager plays a critical role within the Customer Experience Team by building and maintaining relationships with key accounts after the sale. This role serves as a trusted advisor and primary point of contact for customers, driving loyalty, retention, and account growth through proactive engagement, issue resolution, and strategic partnership. Working closely with Sales, Customer Relations, Contracts, Install, and other Go to Market teams, the Customer Success Manager helps deliver a seamless, high-quality customer experience while ensuring School Outfitters remains a valued vendor of choice.

Requirements

High School Diploma or equivalent.
Minimum 4 years of experience in key account management, customer success, account management, or a related customer-facing role.
Proven experience building and maintaining customer relationships.
Working knowledge of Microsoft Office applications.
Ability to locate, analyze, and interpret information using available tools and resources.
Strong verbal and written communication skills.
Excellent active listening and interpersonal skills.
Strong attention to detail and organizational abilities.
Self-motivated with the ability to prioritize tasks and thrive in a fast-paced environment.
Ability to remain calm, professional, and solution-focused under pressure.
Demonstrated ability to collaborate effectively across teams and contribute to shared goals.

Responsibilities

Serve as the primary point of contact for assigned key and high-value accounts, building strong relationships through proactive communication, regular outreach, and exceptional customer service.
Drive customer loyalty, retention, renewal, and repeat business by understanding customer needs and strengthening long-term partnerships.
Monitor customer satisfaction and account health, proactively addressing concerns and coordinating with internal teams to ensure positive outcomes.
Advocate for customers during escalated situations, balancing customer needs with business objectives while driving timely resolution.
Partner with Sales and Account Managers to identify growth opportunities, support lead qualification efforts, and facilitate account expansion through cross-selling and upselling initiatives.
Provide account support, customer research, and quoting assistance to contribute to customer success and business growth.
Collaborate with installers, manufacturers, carriers, customers, and internal teams to ensure successful project execution and a seamless customer experience.
Conduct post-project and post-resolution follow-up to confirm customer satisfaction, identify additional needs, and strengthen customer relationships.
Document customer interactions and account activity while identifying customer trends, recurring concerns, and process improvement opportunities.
Participate in strategic customer initiatives, retention programs, and special projects as assigned.
Respond to incoming calls, chats, and emails regarding order status, damages, returns, defects, cancellations, and general customer inquiries.
Create and maintain troubleshooters to document customer issues and drive timely resolution.
Provide proactive communication and status updates throughout the issue-resolution process.
Coordinate with manufacturers, carriers, installers, and internal teams to resolve customer concerns efficiently and effectively.
Deliver positive outcomes during after-order support interactions to reinforce customer confidence and loyalty.
Apply critical thinking and problem-solving skills to identify solutions that benefit both the customer and School Outfitters.
Build credibility and trust with customers by consistently delivering responsive, professional, and solution-oriented support.