Customer Success Specialist

Customer Success Lead

About The Fulfillment Lab

The Fulfillment Lab is a rapidly growing e-commerce logistics and fulfillment provider dedicated to helping high-growth brands scale their businesses globally. Utilizing proprietary software (GFS™) and a network of domestic and international fulfillment facilities, we offer specialized services like same-day order processing, dynamic e-commerce integrations, warehousing, and our unique approach to brand-building through Fulfillment Marketing (customized packaging). We serve as a vital extension of our clients’ operations, ensuring fast, accurate, and customized delivery worldwide.

Role Summary

As the Customer Success Lead at The Fulfillment Lab, you will be the primary post-sales leader, dedicated to ensuring our key clients achieve maximum value and operational excellence with our fulfillment and software solutions. This role is crucial for fostering long-term strategic relationships, driving customer retention, and serving as the highest point of escalation for complex client issues and operational challenges. You will be responsible for defining the gold standard for the client experience, particularly during the critical setup, onboarding, and ongoing issue resolution phases.

Key Responsibilities :

1. Client Operations Management & Support

• Relationship Ownership : Serve as the trusted advisor and primary point of contact for a portfolio of high-value and strategic clients, focusing on their operational success and day-to-day needs.
• Customer Retention : Proactively monitor client health, identify potential operational risks, and implement intervention strategies to ensure customer satisfaction and minimize churn.
• Operational Review : Lead and prepare Quarterly Business Reviews (QBRs) with client stakeholders, presenting performance data, reviewing service level agreements (SLAs), and offering strategic recommendations to optimize their fulfillment processes.
• Value Realization : Consistently ensure clients are receiving the full, expected value from their partnership with The Fulfillment Lab.

2. Onboarding, Setup, and Implementation

3. Training & Client Enablement

4. Issue Resolution & Client Advocacy

Required Qualifications