Role Description 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 Qualifications - 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 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.

Role Description 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 Qualifications - 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 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.

• Manage a portfolio of approximately 20–30 customers as their primary point of contact, ensuring strong engagement, satisfaction, and retention • Build trusted relationships with a range of customer stakeholders, including senior leaders • Lead regular customer check‑ins and internal account health reviews, proactively identifying risks and opportunities • Develop and present insight‑rich performance updates that support customers in maximising platform adoption and achieving long‑term outcomes • Drive customer advocacy by championing feedback internally and ensuring insights (including NPS) lead to tangible improvements • Support customers in aligning the Benifex platform with their broader people, reward, and engagement strategies • Adapt quickly to shifting priorities and evolving customer needs in a fast‑paced environment

• Support user and license administration, including creating and deactivating users, assigning permission sets, and assisting with access to integrated systems. • Assist with security and compliance tasks, such as monitoring login history, updating permission sets, and validating field-level access. • Monitor AI-driven sales tools and automations (email, chat, CRM prompts), reporting irregularities, performance issues, or opportunities for improvement. • Maintain and update internal Salesforce training materials, ensuring documentation reflects current processes, features, and best practices. • Maintain and update technical documentation, such as process guides, field definitions, and configuration notes. • Assist with reports and dashboards, including creating and modifying basic reports, maintaining subscriptions, and supporting end-user reporting needs. • Provide frontline Salesforce support to internal users by troubleshooting issues, answering process questions, and escalating complex cases when needed. • Perform routine data operations, including data imports, updates, deduplication, and data hygiene tasks to maintain accuracy and consistency across the org.