Role Overview
This position is responsible for maintaining the performance and integrity of school uniform programs at Lands' End. As a key point of contact, the Customer Success Specialist supports both internal teams and school partners to ensure operational excellence and long-term program success.
Key Responsibilities
- Provide ongoing operational and communication support for mid- and large-tier schools in collaboration with Account Growth Managers
- Directly manage a dedicated portfolio of small schools, serving as their primary liaison for program coordination and issue resolution
- Oversee program updates, including uniform guide revisions, product catalog accuracy, website content, and promotional materials
- Monitor order trends, inventory levels, and seasonal activity, sharing insights with account leadership
- Lead renewal preparation, business reviews, and conversion support in partnership with Account Growth Managers
- Initiate outreach during critical enrollment and back-to-school periods to ensure seamless experiences for school administrators and parents
- Identify potential risks or growth opportunities within assigned accounts and escalate as needed
- Ensure all program elements are accurate and up to date—product listings, pricing, logos, site navigation, and messaging
- Coordinate timely communication with school contacts regarding inventory status, deadlines, and service updates
- Support onboarding for newly acquired accounts after handoff from Business Development
- Maintain accurate records in Salesforce and internal systems
- Advocate for customer needs by collaborating with teams in Merchandising, Planning, Marketing, Distribution, and Service Operations
- Track and verify sample requests, logo submissions, and build tasks, working with Service Operations to ensure completion
Qualifications
A high school diploma or equivalent is required. Candidates should have 3–6 years of relevant experience in customer service, account management, or a related field. This role requires the ability to sit for extended periods and lift up to 30 pounds when needed. Travel of 10 or more days per year is expected for school visits and regional events. Applicants must reside in the Western Region: Nevada, Utah, Arizona, or New Mexico.
Technical training or certification is a plus. Ideal candidates demonstrate consistent performance and increasing proficiency in specialized operational tasks. Proficiency with Salesforce is essential for managing customer data and program documentation.
Work Environment
This role is based in the Western Region with a requirement for regional presence. It includes periodic travel to schools and events. The position supports a hybrid model with a mix of remote and on-site engagement, ensuring close alignment with school partners and internal teams.
