Key Accounts Customer Success Lead — Loyalty & Growth

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

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.