Customer Success Manager-Key Accounts

School Outfitters; Cincinnati (OH); On-site; USD 43,000 - 53,000; Full time

Benefits offered by this job

ESOP (employee stock ownership)

Hybrid work environment

5% 401K matching

Paid volunteer time

Paid enrichment leave

Tuition reimbursement

Gym & fitness facilities

Job summary

School Outfitters is seeking a Customer Success Coordinator for Key Accounts in Cincinnati, OH. The role focuses on building strong relationships with key accounts, driving loyalty, and expanding business through proactive engagement and cross-functional collaboration.

You will work with Sales, Customer Relations, Contracts, Install, and other teams to deliver an exceptional post-sale experience and to ensure School Outfitters remains a trusted partner for educators and schools.

Qualifications

• 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.
• Strong verbal and written communication skills.
• Self-motivated with the ability to prioritize tasks in a fast-paced environment.

Responsibilities

• Serve as the primary point of contact for assigned key and high-value accounts, building relationships through proactive communication and excellent customer service.
• Drive loyalty, retention, renewal, and repeat business by understanding customer needs and strengthening partnerships.
• Monitor customer satisfaction and account health, addressing concerns and coordinating with internal teams for positive outcomes.
• Advocate for customers during escalations, balancing needs with business objectives and timely resolution.
• Identify growth opportunities with Sales and Account Managers to support lead qualification and account expansion.
• 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 seamless customer experience.
• Conduct post-project follow-ups to confirm satisfaction and identify additional needs.
• Document customer interactions and trends to drive process improvements.
• Participate in strategic retention programs and special projects as assigned.

Skills

Customer relationships

Account management

Communication skills

MS Office

Education

High School Diploma

Tools

MS Office

Job description

Explore a career at School Outfitters

We challenge our employees to excel and support them in achieving great things. We work hard to make School Outfitters a place people enjoy being. And we encourage a healthy balance between their professional and personal lives. We are convinced these things help us achieve our business goals.

Proudly 100% employee owned

In 2022, School Outfitters became an ESOP, or 100% employee owned and operated. This means that each year employees receive company shares in addition to their regular compensation, 401K contributions and bonus.
As employee-owners, we all have a vested interest in the profitability of School Outfitters, and we all have a stake in the day-to-day decisions that promote our growth. We’re proud to be in this together.

Our perks and benefits

Hybrid work environment
We believe in work-life balance for everyone, including the option to work remotely on Fridays.

Comprehensive coverage
Get competitive medical, dental, and vision, plus 100% paid short- and long-term disability

Matching 401K plan
We match your 401k contributions up to 5% for a future you can feel secure about

Paid volunteer time
Give back to a cause you care about with up to 8 hours of paid volunteer time each year.

Paid enrichment leave
Pursue personal growth with our paid enrichment leave program after 7 years

Career development & tuition reimbursement
We believe in our people and encourage ongoing professional development

Health & fitness
Enjoy our state-of-the-art gym with a professional trainer, plus a nearby fitness trail where employees can bike, walk or run.

Monthly social events
We play as hard as we work with happy hours, catered lunches, employee appreciation events and more.

We’re proud to be a Top Workplaces award winner.

It is an inclusive environment that allows you to grow as an employee. The people who work here are always striving to be better.
– Employee in Customer Service

My managers and co-workers believe that I will get the job done. They are great to work with; everyone is friendly and willing to help each other.
– Employee in Sales

About us

School Outfitters is committed to outfitting dynamic learning environments with high-quality school furniture and equipment that help students excel and educators thrive. A 100% employee-owned and operated retailer, we specialize in classroom furniture, school desks, chairs, tables, and storage solutions tailored to meet the needs of today’s learning spaces. With the know-how and resources to support everything from single-classroom upgrades to full school renovations, our team is ready to help. Our sales specialists provide expert phone and chat support and can manage school furniture projects from start to finish. We handle marketing, product management, sales, and customer service in-house, and are proud to be a Top Workplaces award winner.

Position:Customer Success Coordinator-Key Accounts Location: Cincinnati, OH
Job Id:467 # of Openings:1 Customer Success Coordinator-Key Accounts: Expected salary $48,000 plus a generous bonus potential
School Outfitters | Build loyalty, retention, and account growth through proactive customer partnership | Cincinnati, OH| Onsite Work Environment

Why This Role Matters

The Customer Success Coordinator-Key Accounts 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 Coordinator helps deliver a seamless, high-quality customer experience while ensuring School Outfitters remains a valued vendor of choice.

What You’ll Own

Customer Relationship Management

• 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.

Customer Support After the Sale

• 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.

How You’ll Make an Impact

• Drive customer loyalty, retention, renewal, and repeat business.
• Strengthen long-term partnerships with key and high-value accounts.
• Support account growth through cross-selling, upselling, customer research, and quoting assistance.
• Deliver timely issue resolution and positive after-order support experiences.
• Identify customer trends, recurring concerns, and process improvement opportunities.

What We’re Looking For

• 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.

What You’ll Gain

• The opportunity to build and maintain relationships with key and high-value accounts.
• A direct role in driving customer loyalty, retention, renewal, repeat business, and account growth.
• Cross-functional partnership with Sales, Customer Relations, Contracts, Install, and other Go to Market teams.
• A position where proactive communication, issue resolution, and strategic partnership directly shape the customer experience.

About Us

At School Outfitters, we help educators create engaging learning environments that support student success. As a leading national supplier of educational furniture and equipment, we combine eCommerce, design expertise, and customer service to deliver meaningful outcomes for schools and communities.

We are a 100% employee-owned company, and we believe our people, systems, and culture are what differentiate us.

Our team is driven by a shared mindset: Believe in people, enjoy the journey, relentlessly search for better, play to win, and Live the Golden Rule.

If you’re looking for a role where your leadership directly impacts growth, customers, and long-term value, you’ll find it here.

Compensation, Benefits & Work Environment

• Competitive base + performance-based incentives
• Employee Stock Ownership Plan (ESOP)
• Comprehensive benefits package

Equal Opportunity Employer

School Outfitters is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Reasonable Accommodations

School Outfitters is committed to working with and providing reasonable accommodation to individuals with disabilities. If you need reasonable accommodation due to a medical condition or disability at any point during the application or interview process, please email [e-mail].