Customer Success Manager

Role Overview

The Customer Success Manager is responsible for delivering exceptional, deeply personal service to Askinosie Chocolate customers across every touchpoint—from wholesale partners and online shoppers to retail visitors and corporate gift clients. Often serving as the first (and sometimes only) human connection a customer has with our company, this role plays a critical part in bringing our commitment to radical hospitality to life.

Beyond responding to customer questions and resolving issues with empathy, patience, and professionalism, this person will own and continually elevate our customer service experience. They will help shape the systems, standards, and communication that define how customers experience our brand.

This role also supports sales growth by ensuring operational excellence across order management, wholesale support, and retail operations, contributing directly to customer retention and aggressive sales growth. Success in this position requires exceptional attention to detail, strong organizational skills, proactive communication, and a genuine desire to create memorable customer experiences.

The Customer Success Manager works closely with our Director of Sales and Director of Marketing & Design and reports to the Chief Marketing Officer.

This is a hybrid position with regular in-person responsibilities at our factory in Springfield, Missouri. We are currently considering candidates who live in or near Springfield.

This role is ideal for someone who finds genuine satisfaction in caring for people. The right candidate is energized by solving problems, building relationships, sweating the details, and creating moments of delight that turn first-time buyers into lifelong advocates for the Askinosie Chocolate brand.

Primary Duties & Responsibilities

I. Customer Service

• Serve as the primary point of contact for customer service via phone, email, SMS, and other customer communication channels.
• Manage and triage multiple customer service inboxes, prioritizing urgent requests, shipping issues, and escalated concerns.
• Respond promptly and thoughtfully to customer inquiries, always reflecting Askinosie's commitment to radical hospitality.
• Resolve customer concerns with empathy, sound judgment, and creative problem-solving.
• Monitor and respond to customer feedback, including first-order surveys and online reviews.
• Continuously identify opportunities to improve the customer experience and recommend process improvements.

II. Sales Support

• Support the Director of Sales through outreach to current and prospective retail partners, with a primary focus on Whole Foods Market growth.
• Participate in weekly sales meetings and monthly sales huddles.
• Prioritize Customer Retention:
• Build meaningful relationships with high-value wholesale and direct-to-consumer customers, providing personalized support that strengthens long-term loyalty.
• Ensure first-time customers receive exceptional support when questions or issues arise, creating positive first impressions and lasting relationships.
• Support the factory storefront:
• Serve as the primary support resource for our retail storefront team, answering questions and helping maintain consistent, on-brand customer service standards.
• Owning and ensuring high-standard on-brand customer service for storefront visitors, including storefront presentation
• Manage private tour inquiries from initial contact through scheduling, coordination with tour guides, and follow-up communication.

III. Order Operations & Data Entry

• Import and process high-volume Whole Foods orders with accuracy and efficiency.
• Manage Faire Marketplace orders including acceptance, messaging, and shipping updates.
• Enter and update order information in Shopify, ensuring accurate billing and fulfillment details.
• Partner with Shipping, Production, and Accounting to resolve order and fulfillment issues.
• Maintain exceptional accuracy across all order processing and customer data.

Benefits:

• Paid vacation/sick days
• Medical insurance premium support
• Maternity/paternity/bereavement leave
• Employee discounts
• Opportunities to work with Chocolate University

Work location:

One location: Springfield, Missouri.

More about us:

• Learn more about us at askinosie.com and at chocolateuniversity.org
• Anyone looking for a deeper understanding of the founding and philosophy of the company should read Meaningful Work: The Quest To Do Great Business, Find Your Calling and Feed Your Soul by Shawn Askinosie and Lawren Askinosie.

Equal opportunity:

Askinosie is an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating and maintaining an inclusive culture. If you need accommodation due to a disability, please contact us at info AT askinosie.com

Pay: $37,000.00 - $41,000.00 per year

Benefits:

• Employee discount
• Health insurance
• Paid time off
• Parental leave
• Work from home

Work Location: Hybrid remote in Springfield, MO 65803

Salary : $37,000 - $41,000