CUSTOMER SUCCESS PARTNER

Customer Success Partner
About Sally Beauty Holdings, Inc.

At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon-quality products at a value price. Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.
About the role

Location: Remote
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

Knowledge, skills & abilities requirements

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

Location: Remote
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.
 
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