CUSTOMER SUCCESS PARTNER

Customer Success Partner

At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon-quality products at a value price. Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.

The Customer Success Partner (CSP) serves as the primary virtual support resource for assigned accounts. This role is responsible for delivering high-quality customer experience through proactive communication, order support, product awareness, and ongoing relationship management.

The CSP helps ensure customers remain informed, connected, and supported following the transition from dedicated in-salon coverage to a virtual service model. Through consistent engagement and operational support, the role contributes to customer retention, customer satisfaction, and overall account health.

Location: Remote Ideal candidate must reside in: Minneapolis, Minnesota (MN) or either Cleveland or Cincinnati Ohio (OH)

Key Responsibilities

• Serve as the primary virtual point of contact for assigned accounts
• Build and maintain strong customer relationships through phone, email, text, and virtual engagement
• Process customer orders accurately and efficiently while resolving order-related issues
• Proactively communicate promotions, new product launches, education opportunities, and business initiatives
• Support customer awareness and engagement around company programs, offers, and resources
• Partner closely with field sales teams and leadership to ensure continuity of customer support
• Respond to customer inquiries related to products, pricing, inventory availability, and account needs
• Support customers through service recovery situations and escalate issues appropriately when needed
• Maintain accurate customer records and engagement activity within Salesforce
• Monitor account trends and identify customer risks, concerns, or support opportunities

Knowledge, Skills & Abilities Requirements

Qualifications

• 3+ years of experience in customer service, inside sales, account management, or related customer-facing roles
• Strong communication and relationship-building skills
• Ability to manage multiple customer accounts and priorities simultaneously
• Highly organized with strong follow-through and attention to detail
• Comfortable working in a fast-paced, metrics-driven environment
• Proficiency in Microsoft Office, Salesforce and order management systems
• Beauty industry experience preferred
• Experience supporting customers in a virtual or remote environment preferred

Core Competencies

• Customer Focus
• Communication
• Relationship Management
• Problem Solving
• Adaptability
• Execution & Follow-Through
• Collaboration
• Organizational Agility

Success Measures

• Maintain strong customer retention across assigned account portfolio
• Deliver timely, accurate, and professional customer support and order processing
• Achieve established service-level expectations for responsiveness and follow-up
• Maintain consistent proactive outreach cadence with assigned customers
• Increase customer awareness and participation in promotions, education, and new product launches
• Support overall account health through ongoing customer engagement and relationship management
• Identify and escalate customer concerns, risks, and service opportunities in a timely manner
• Maintain accurate documentation of customer interactions and account activity within company systems
• Partner effectively with field teams and cross-functional business partners to ensure seamless customer experience

Working Conditions & Physical Requirements (Currently Corporate but will provide others if needed)

This is a primarily virtual/remote customer support role requiring consistent outbound customer engagement through phone, email, and digital communication channels. The role may require periodic participation in team meetings, training sessions, and business reviews. Ideal candidate must reside in: Minneapolis, Minnesota (MN) or either Cleveland or Cincinnati Ohio (OH)