Customer Success & Retention Specialist

Leading distributor of sexual wellness products, dedicated to providing outstanding service and innovative, high-quality adult novelties to our B2B customers. We pride ourselves on building long-term partnerships through exceptional service, curated product offerings, and consistent communication that helps our customers grow. The Customer Success & Retention Specialist is responsible for supporting and retaining ecommerce retail customers by maintaining frequent, proactive communication and resolving day-to-day operational and technical issues. This role is not sales-driven, but success is measured by customer retention, satisfaction, and continued purchasing activity. This position serves as a primary point of contact for ecommerce retailers, helping them navigate order issues, shipping concerns, backorders, returns, and website or system integrations. While this role does not require programming skills, it does require technical curiosity, strong problem-solving skills, and the ability to quickly learn and explain processes clearly to customers. The ideal candidate is comfortable making a high volume of phone calls and emails, follows direction well, and thrives in a fast-paced, customer-focused environment. Work Schedule: Monday–Friday, 8:00am–4:30pm PST Key Responsibilities:

Maintain regular outbound communication with assigned retailers

Notify customers of backorders, shipping delays, substitutions, and order updates

Handle returns, order discrepancies, and general account inquiries

Build trust-based relationships

Ensure customers remain active and engaged with consistent follow-up, weekly contact with all customers

Serve as a go-to resource for customers regarding website setup, product feeds, and system integrations

Provide guidance on API connections, order imports, and data flow (no coding required)

Identify issues with integrations or ordering processes and coordinate resolutions internally

Assist customers in ensuring product listings and ordering methods are set up correctly

Identify customer challenges that may impact purchasing and proactively offer solutions

Recommend products or operational improvements that support continued purchasing

Support account growth through service, not traditional selling.

Work closely with sales, operations, and warehouse teams to resolve customer issues

Maintain accurate CRM records and account notes

Monitor customer activity to identify disengagement or churn risks

Qualifications:

5+ years of experience in customer success, customer service, account management, or ecommerce support

Experience working with ecommerce retailers or online selling platforms

Strong phone presence and confidence making frequent outbound calls

Comfortable learning technical systems and explaining them clearly to non-technical users

Highly organized with the ability to follow processes and manage multiple accounts

Preferred Qualifications:

Experience in wholesale distribution, consumer goods, or B2B ecommerce

Familiarity with API integrations, order management systems, or ecommerce platforms

Experience supporting online retailers or marketplace sellers

Fast learner with strong problem-solving instincts

Customer-focused mindset with a retention-first approach