Digital Customer Success Specialist

Job Description

Job Description

The Opportunity

We are seeking a tenacious, tech-savvy, and data-driven Digital Customer Success Specialist who thinks like a growth strategist.

You are not a traditional, high-touch account manager who relies on manual, 1-on-1 phone calls. Instead, you marry behavioral insights with automation to run an efficient digital revenue loop. Supported by an on-staff Data Analyst, you will translate complex customer trends into sharp operational workflows, optimized CRMs, and automated AI engagement. You'll do this while also leading a team of Customer Success Specialists to carry out growth strategies with existing customers.

• Resilient & Fast-Paced: You thrive where data velocity is high (marketplace volume is scaling >50% YoY).
• Revenue-Hungry: You treat revenue leakage, abandoned carts, and inactive accounts as personal challenges to solve.
• Automation-First: You are a CRM power-user who leverages tech to amplify a small team's impact.

1. Strategy & Revenue Growth

• Turn Insights into Action: Partner with our data analyst, tech team, and marketing to convert customer behavior and cart abandonment data into automated retention workflows.
• Retain & Expand: Drive repeat business, digital portal adoption, and lifetime value (LTV).
• Protect Margins: Use data to systematically eliminate revenue leakage, bad discounts, and unnecessary refunds.
• Account Segmentation: Tier clients to scale outreach via automated systems rather than manual labor.
• Fuel the Pipeline: Spot organic expansion opportunities in the data and collaborate with Marketing on targeted campaigns.

2. Tech, Automation & AI Integration

• CRM Optimization: Build and manage workflows, custom modules, and automated triggers.
• AI Roadmap: Partner with Marketing,IT, and Customer Care Manager to build adaptive onboarding forms, smart clarification questions, and dynamic pricing.
• Omnichannel Handoffs: Ensure data from AI chat assistants flows seamlessly to frontline staff without losing context.

3. Campaigns & Team Leadership

• Feedback Loops: Optimize automated feedback loops (e.g., driving regional referrals in TX).
• Team Leadership: Manage and mentor a small group of hybrid & remote customer success staff.
• Training & Talent: Work with the Customer Care Manager to train Customer Care teams on CRM/AI tools; identify structural gaps and hire to support scaling workflows.

• Experience: 3+ years in Tech Enabled Customer Success, Operations, or RevOps-ideally within E-commerce, B2B digital marketplaces, or tech-enabled distribution.
• CRM Power-User: Advanced capability in CRMs (Zoho or HubSpot are ideal) (specifically designing workflows and cross-departmental triggers).
• E-Commerce Tech: Familiarity with modern platforms (Adobe Commerce/Magento is a major plus).
• Data Fluency: Proven ability to define data needs and convert database inputs into actionable, automated retention workflows.
• Mindset: A strict preference for building scalable systems over manual relationship management.

About Lab Alley

Lab Alley is making waves! We're proud to be recognized by Inc. 5000 as one of America's fastest-growing private companies and as one of the fastest-growing e-commerce companies in Austin, TX. Our mission is simple: to provide easy access to essential chemicals – on-budget, on-time, every time. We're building the "Amazon for Chemicals," and we're committed to doing it right.

Our workplace culture:

Our core values are an integral part of our success defining who we are.

We bring our core values to life in everything we do at Lab Alley. Therefore, every hire is aligned with our core values:

CARE :

We care about people and take pride in our work.

COMMITMENT :

We believe success is characterized by our commitment to continuous improvement.

GENUINE:

We believe in being real, authentic, and direct with those around us.

GROWTH:

Lab Alley encourages continual learning and leads with curiosity.

INITIATIVE:

To be successful, we always strive to make things happen!

INNOVATION:

Lab Alley is driven by a relentless pursuit of innovation, constantly seeking new ideas, technologies, and approaches to enhance the experiences of our customers.

WORK ETHIC :

We believe a strong work ethic is about being fully engaged, resilient, and focused on tasks to ensure each project receives attention and consideration.

Beyond our work, we believe in giving back. With every purchase made through our e-commerce website, we partner with Ecodrive to plant a tree , contributing to a healthier planet and improved socio-economic conditions.

We invest in our team's well-being and growth:

• Comprehensive Benefits: Medical, Dental, Vision, Short Term Disability, Life & Accidental Death & Dismemberment, Supplemental Health Insurance, Wellness Program, Employee Discount Program.
• Financial & Time Off: 401k, Paid Time Off.
• Growth Opportunities: Organized team events, professional development, and clear career growth paths.

This is a full-time position (40 hours per week, occasional overtime) with a typical schedule of Monday-Friday, 8 AM - 5 PM . This role reports to the CEO.

Note: Lab Alley uses E-Verify for all positions and conducts background checks.

Don't meet every single requirement? Studies have shown that members from some under-represented groups are less likely to apply for jobs if they don't meet every single qualification. At Lab Alley, we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles, and we are excited about hearing from you. Lab Alley is an equal opportunity employer and considers all applicants for all positions without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Please note: Lab Alley is not accepting unsolicited resumes or candidate submissions from staffing agencies for this position. In the absence of a signed agreement with Lab Alley's People Operations leader, no fee will be paid for any candidates submitted by agencies. All unsolicited resumes will be considered the property of Lab Alley. Agencies should not reach out to our team members. To see if we are establishing new relationships with agencies you may send your information to View email address on ziprecruiter.com