Responsibilities:

• Lead, manage, and be accountable for the Customer Success Team, including direct supervision of one Customer Success Specialist
• Drive ecommerce revenue growth through customer engagement, retention, and upsell strategies.
• Ensure high levels of customer success and satisfaction across both B2B and B2C customers.
• HubSpot CRM management, including documentation, workflows, reporting, and data integrity.
• Address customer concerns, issues, and inquiries in a timely, professional, and solution-oriented manner.
• Manage relationships with larger accounts by monitoring order frequency, answering product and service questions, and identifying opportunities to upsell new products.
• Own and continuously improve the new customer onboarding process, including follow-ups and engagement milestones.
• Train customers and team members on basic coffee operations and proper use of products and equipment.
• Develop, adjust, and execute plans to increase average order value and overall customer lifetime value.
• Assist in developing and executing strategies to grow sales by product line.
• Collaborate closely with cross-functional teams to ensure alignment and effective communication:
• Analyze B2B ecommerce performance, reviewing analytics and making data-driven adjustments.
• Manage ecommerce orders, billing details, and customer account information.
• Partner with Marketing and Inventory teams to develop, test, and implement new tactics, programs, and services to increase sales.
• Utilize HubSpot, SalesHub, and related CRM tools to track customer activity and performance.
• Use Shopify backend tools for reporting, analysis, and operational insights.
• Access accounting, inventory, and internal systems to research customer, product, and order data.

Requirements:

• Strong B2B ecommerce experience, including analytics and reporting.
• Proficiency with HubSpot, SalesHub, or similar CRM platforms.
• Experience using Shopify backend tools for ecommerce analysis and reporting.
• Familiarity with accounting, inventory, and order management systems.
• Personable, customer-focused communicator comfortable engaging via phone, email, chat, and in person.
• Comfortable demonstrating products and teaching customers and prospects how to use them.
• Working knowledge of coffee shop equipment and operations, including espresso machines, grinders, and brewing methods.
• Willingness to travel to customer sites for training and product demonstrations, typically within a 3-hour driving radius of Raleigh.
• Full-time, in-office position based in Raleigh, NC
• Ability to train team members and customers on customer service and ecommerce best practices
• Experience conducting product demos and customer training & upselling
• Must have previous experience selling food or beverage consumer goods