Customer Success Manager

Customer Success Manager – Uniforms & Promotional Marketing 

• Work with high-value clients from Day-1
• Hybrid working arrangement on offer.
• Amazing office, 1-min walk from railway

About Us

Xcel Bespoke is a global leader in uniforms and promotional marketing solutions, offering unrivalled capabilities in international manufacturing, local warehousing, and logistics management. With offices in 7 major international hubs including Sydney Australia, we’re servicing clients and delivering quality products to over 60 countries worldwide, where our knowledge, expertise, and experience helps clients unlock endless possibilities. 

Summary of the role

We are seeking an experienced Customer Success Manager (CSM) based in Sydney. In this role you will be responsible for ensuring the satisfaction and success of a selection of exciting key clients. You will be working with a small but dynamic team with the primary objective being to build strong, long-lasting relationships whilst ensuring the efficient and effective management of client orders.

What we expect from you:

• To own and act as the primary point of contact for our key clients in the areas of warehousing and order fulfilment management
• To maintain strong relationships with key stakeholders within the client organizations. 
• Develop a deep understanding of your client's core business objectives, challenges, and requirements.
• Work closely with our Account Managers to assist with the onboarding of new clients to ensure a smooth transition from sales to order processing management.
• Collaborate with our Account Managers to help develop and deliver customised solutions, designed to meet the unique needs of each client.
• Oversee and ensure order fulfilment and warehousing deliverables are being met in accordance with contract.
• Track and report on key performance metrics to measure ongoing success and identify areas for improvement 
• Provide timely and effective support to clients, addressing any questions, concerns or issues and act as a liaison between the client and our various internal departments.
• Identify opportunities to upsell additional products or services to existing clients based on their needs and usage patterns.

To be successful in this role you will need:

• A degree in business, marketing, or a related field is preferred.
• 3 years’ experience in account management, logistics, Customer Success, or a similar client-facing role.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Understanding of and experience in warehouse management 3PL services preferred.
• Excellent problem-solving abilities and a proactive approach to addressing client needs.
• Ability to manage multiple clients and projects simultaneously while maintaining attention to detail.
• Experience in the uniform supply industry or a related field is preferred but not essential.
• Proficiency with standard technology tools (MS Office, PowerPoint, Collaboration Tools, CRM).