CUSTOMER SUCCESS AND REVENUE GROWTH LEAD

CUSTOMER SUCCESS AND REVENUE GROWTH LEAD

Position Type: Full-Time, Exempt
Location: Raleigh, NC (On-site)
Compensation: $50,000 - $55,000 annually plus performance-based bonus ($3,000 - $8,000)

ABOUT THE COMPANY

Our company is a growing specialty coffee roaster and distributor serving wholesale clients and retail customers throughout the region. We are committed to quality products, exceptional customer service, and building lasting relationships with coffee shops, cafes, and businesses that share our passion for great coffee.

POSITION OVERVIEW

The Customer Success and Revenue Growth Lead manages our customer success team and drives revenue growth across our B2B (95%) and B2C operations. This role combines strategic leadership, customer relationship management, and hands-on execution to ensure customer satisfaction, retention, and expansion. The ideal candidate will have a strong background in ecommerce, CRM management, and customer-facing roles within the coffee or hospitality industry.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Team Leadership & Operations

• Manage and develop the customer success team, providing coaching, training, and performance management
• Establish departmental goals, metrics, and accountability standards
• Foster a collaborative team culture focused on customer satisfaction and revenue growth

Customer Success & Relationship Management

• Serve as primary point of contact for key accounts, ensuring timely resolution of concerns and issues
• Monitor customer order patterns and proactively engage with clients to address needs
• Identify and execute upsell and cross-sell opportunities with existing accounts
• Develop and implement customer onboarding processes and follow-up protocols
• Conduct product training and demonstrations for customers and team members

Revenue Growth & Strategy

• Drive ecommerce revenue growth through data-driven strategies and initiatives
• Analyze customer purchasing behaviors and develop plans to increase average order values
• Collaborate with marketing team to review campaign effectiveness and identify growth opportunities
• Work with inventory and production teams to align product availability with customer demand
• Develop product line-specific sales strategies

Systems & Process Management

• Own HubSpot/Sales Hub administration, including data integrity, documentation, and reporting
• Utilize Shopify backend analytics to generate insights and recommendations
• Maintain accurate records in accounting and inventory systems
• Create and maintain standard operating procedures for customer success activities

Facility & Brand Management

• Support management of customer-facing spaces to ensure professional presentation
• Represent the company brand in all customer interactions and public-facing activities

Technical & Product Expertise

• Maintain working knowledge of coffee shop equipment including espresso machines, grinders, and brewing equipment
• Demonstrate products and provide technical guidance to customers and prospects
• Stay current on coffee industry trends and best practices

QUALIFICATIONS

Required:

• 3+ years of experience in customer success, account management, or B2B sales
• Proven experience managing ecommerce operations and driving online revenue growth
• Proficiency with CRM systems (HubSpot, Salesforce, or similar platforms)
• Strong analytical skills with ability to interpret data and generate actionable insights
• Experience with inventory management and order processing systems
• Demonstrated ability to train and coach team members
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office Suite and Google Workspace
• Valid driver's license and ability to travel locally (within 3-hour radius) as needed
• Knowledge of coffee industry, cafe operations, or specialty food/beverage sector

Preferred:

• Previous experience managing direct reports
• Shopify platform experience
• Background in hospitality or food service operations
• Experience conducting product demonstrations and training sessions
• Bachelor's degree in Business, Marketing, Hospitality, or related field

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

This position requires:

• Ability to work on-site during regular business hours at our Raleigh facility
• Occasional local travel to customer locations for training and demonstrations
• Ability to lift and move coffee equipment and products up to 50 pounds
• Extended periods of standing, walking, and computer work
• Ability to work in environments with coffee roasting equipment and varying temperatures

The on-site requirement is essential to this role due to the need for hands-on product demonstrations, equipment training, team collaboration, and facility management responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

COMPENSATION AND BENEFITS

• Base Salary: $50,000 - $55,000 annually, commensurate with experience
• Performance Bonus: $3,000 - $8,000 annually based on achievement of revenue and customer satisfaction metrics
• Benefits package available (details provided during interview process)

EQUAL OPPORTUNITY EMPLOYER STATEMENT

We are an equal opportunity employer committed to creating an inclusive environment for all employees. We welcome applications from all qualified candidates and make employment decisions based on merit, qualifications, and business needs. We provide reasonable accommodations to qualified individuals with disabilities and comply with all applicable federal, state, and local employment laws.

We encourage applications from individuals with diverse backgrounds, experiences, and perspectives. Our success depends on building teams that reflect the communities we serve and creating a workplace where everyone can contribute their unique talents and insights.

ADDITIONAL INFORMATION

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may change with or without notice at management's discretion. This position description does not constitute a contract of employment, and employment remains at-will.