[Hiring] CUSTOMER SUCCESS PARTNER @Sally Beauty

Role Description

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.

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

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

Competencies & Attributes

• 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

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.