What are the responsibilities and job description for the B2B Customer Success Specialist position at EVERGREEN?
Overview
Evergreen Enterprises is a leading wholesale manufacturer of home, garden, and licensed sports products, with a growing portfolio of B2B digital experiences and ecommerce platforms. We sell direct to thousands of independent retailers nationwide and continue to invest in modern digital tools, customer experience, and ecommerce innovation.
We are seeking a B2B Customer Success Specialist to support our Digital Revenue team. Our team is expanding to grow B2B revenue, accelerate digital adoption, and bring more retailers into a direct relationship with Evergreen.
This is a proactive, commercial role focused on turning new retailer interest into direct Evergreen accounts and active digital orders. You’ll qualify and route incoming retailer leads, reach out to introduce the Evergreen direct-buying experience, guide new retailers through their first order, and help them build a lasting relationship with our brands. You’ll work across both Evergreen and Woodstock Chimes.
This role reports into the B2B Growth & Enablement team and partners closely with Inside Sales, Outside Sales, Ecommerce, and Marketing.
What You’ll Do
Qualify & Route New Retailer Leads
Serve as the first point of contact for new retailer interest from every source, including:
- New B2B site registrations (Evergreen and Woodstock Chimes).
- B2B marketplace management.
- Shopify Collective leads and inquiries.
- Referrals, trade show follow-ups, and other channels as they emerge.
- Confirm retailer legitimacy, determine the best path (self-service digital, Inside Sales, or Outside Sales), and route accordingly.
Convert & Activate Accounts
- Lead proactive outreach — calls and emails — to introduce retailers to buying direct from Evergreen.
- Present the value of a direct relationship, including available credit terms, freight promotions, and our full assortment.
- Move retailers from initial interest to a successful first order on our B2B platforms.
Onboard & Drive Digital Adoption
- Guide approved retailers through their first checkout and a smooth onboarding experience.
- Re-engage approved accounts that haven’t yet placed a first order.
- Encourage rep-served retailers to adopt our B2B digital ordering tools for routine reorders.
Manage B2B Marketplace Channels
- Review new B2B marketplace orders across Evergreen and Woodstock Chimes to ensure accurate channel economics.
- Identify marketplace retailers worth converting and move them into the outreach workflow.
Keep the CRM Clean & Sales Aligned
- Own accurate account, contact, and company assignment in HubSpot so every retailer reaches the right rep with the right context.
- Build and maintain email outreach templates, sequences, and supporting content.
- Ensure clean handoffs between marketplaces, B2B sites, and the sales team.
Champion the Voice of the Retailer
- Capture feedback and friction points from new retailers during onboarding and first orders.
- Share insights with Ecommerce, Merchandising, and Marketing to continuously improve the retailer experience.
What Success Looks Like
This role is built around clear, measurable outcomes. Within your first year you’ll be measured on:
- Lead-to-Direct Conversion — the percentage of qualified retailer leads who place a direct Evergreen order within 90 days.
- First-Order Conversion — the percentage of approved B2B registrations that place a first order within 60 days.
- Activated Account Growth — the number of new direct-buying accounts brought to first order each month.
- Lead Routing Responsiveness — qualifying and routing new leads within agreed turnaround times.
- Digital Adoption — growth in retailers ordering through our B2B digital platforms.
Qualifications:
- 0–3 years of experience in customer facing role
- Strong written and verbal communication — you can pick up the phone, write a clear email, and represent Evergreen confidently to a retailer.
- Comfort with proactive outreach. This role includes outbound calls and emails; you should be energized by connecting with customers.
- Organized, detail-oriented, and self-directed, with the ability to manage a queue of accounts and leads independently.
- Comfortable learning and working across multiple software platforms daily.
- Working knowledge of spreadsheets (filters, sorts, basic formulas) and the ability to pull a simple report.
Tools You’ll Use
- HubSpot (CRM and outreach)
- B2B ecommerce platforms
- B2B marketplace seller platforms
- Aircall (phone system)
- Internal ERP and order management systems
- Shopify
Why Join Us
This is the first seat in a growing function. As the role proves out, there’s a clear path to take on additional scope, help shape how the team operates, and grow into a team lead position within the B2B Growth & Enablement organization. If you’re early in your career and looking for a role where you can own real outcomes, learn modern ecommerce tools, and grow with the team, we’d love to hear from you.
Our Values in Action
At Evergreen, we look for individuals who embody our core values:
Growth Oriented – Eager to learn, develop, and continuously improve
Insight Driven – Uses data to inform decisions and uncover opportunities
Creatively Led – Thinks beyond the obvious to solve problems in new ways
Decisively Swift – Acts with purpose and accountability
Persistently Eager – Brings energy, curiosity, and a positive attitude to challenges