Customer Success and Revenue Growth Lead

Raleigh, NC

Full Time

Experienced

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.

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Customer Success and Revenue Growth Lead

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