Customer Success Lead

Full job description

Role Overview & Mission

At Gracie Barra Wear (GB Wear), we are committed to supporting the Jiu-Jitsu lifestyle — on and off the mat. Guided by our mission of Jiu-Jitsu for Everyone, we empower every GB school to grow and thrive by delivering world-class products, outstanding service, and a spirit of true partnership.

The Customer Success Manager is a key member of the GB Wear team, serving as a guide, problem-solver, and trusted partner for our schools. This role strengthens our connection to the Gracie Barra network by ensuring each school has the tools, knowledge, and support needed to succeed with GB Wear.

From onboarding new schools and managing custom projects to sharing product knowledge and driving retail performance, you will be at the heart of the school experience. Your work will directly impact our ability to deliver excellence to students around the world — and help school owners grow their programs with confidence and pride.

This is more than a customer support role — it’s a mission-driven position that brings the values of Brotherhood, Integrity, and Development into every interaction. By offering proactive service, clear communication, and consistent follow-through, you’ll help the GB family succeed — one school at a time.

Key Responsibilities

1. Build and Nurture Relationships

Serve as the main point of contact for assigned GB Wear schools and retail customers

Onboard new schools, guiding them through setup, systems, and product knowledge

Set up and support Shopify B2B accounts

Maintain ongoing touchpoints and check-ins to ensure long-term engagement

Proactively identify school needs and offer timely solutions

2. Manage Orders and Resolve Issues

Monitor and manage all incoming customer tickets and inquiries using Gorgias

Track and support orders through Shopify, ShipHero, and Loops

Collaborate with warehouse and operations teams to resolve shipping issues

Communicate clearly, promptly, and professionally with every customer

3. Drive Growth and Retention

Understand school business goals and support their sales success

Recommend upsells, restocks, or new product launches when appropriate

Partner with marketing to align campaigns with school performance and feedback

Track key school engagement metrics and celebrate shared wins

4. Coordinate Custom Projects

Manage custom apparel orders from design to delivery

Communicate directly with schools to confirm specs and finalize approvals

Support creation of Techpacks and oversee vendor coordination

Ensure high-quality production and timely shipping

5. Report and Improve

Monitor weekly KPIs and track progress via Monday.com dashboards

Share results, wins, and blockers in bi-weekly tactical meetings

Continuously improve documentation, workflows, and internal communication

Success Metrics (KPIs)

Performance in this role will be measured by a combination of:

Customer satisfaction and responsiveness

School account growth and retention

Sales enablement through product upsell and cross-sell success

Operational accuracy in order management and communication

Timeliness and quality of custom project delivery

Clear targets for these KPIs will be shared during the interview process.

Skills & Qualifications

2+ years in customer success, account management, or B2B support

Strong communication, problem-solving, and relationship-building skills

Proficient with Shopify, Gorgias, ShipHero, and Google Workspace

Familiarity with Monday.com, Loops, and Adobe Illustrator a plus

Organized, detail-oriented, and self-motivated

Passion for service and alignment with Gracie Barra’s values

Tools You’ll Use

Shopify · Gorgias · ShipHero · Loops · Yotpo · Adobe Illustrator · Google Sheets · Monday.com

Work Expectations

Full-time in-office role based in Mission Viejo, CA
Requires Travel
Active communication via G Suite, Whatsapp, Monday.com, and email
Bi-weekly team meetings and monthly performance reviews

What Success Looks Like

GB schools feel supported, engaged, and eager to grow with GB Wear

Our Core Values

Brotherhood – Be there for each other.
Integrity – Honor our principles, legacy, and commitments.
Development – Constantly progress.

GB Wear considers applicants for all positions without regard to race, color, creed, religion, sex, age, national origin, marital status, status with regard to public assistance, disability, or sexual orientation. All applicants will be considered solely on the basis of their qualifications.

Job Type: Full-time

Pay: $28.00 - $32.00 per hour

Expected hours: 40 per week

Benefits: