Flagship

Customer Retention Lead

Flagship

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Act as the primary point of contact for a portfolio of customers post-onboarding
  • Partner closely with customers to apply Flagship to real inventory and planning decisions
  • Own day-to-day customer support requests, triaging and resolving issues with speed, clarity, and empathy
  • Proactively educate customers on new features, product improvements, and best practices
  • Gather structured customer feedback and work closely with Product, Engineering, and Data Science to influence roadmap decisions
  • Design creative solutions and workarounds when customer needs extend beyond current product capabilities
  • Lead renewal and expansion conversations—ensuring customers clearly understand and experience the value we deliver
  • Monitor customer health and satisfaction, identifying risks early and taking action to mitigate them

Requirements

  • 5–10 years of inventory planning experience
  • Familiarity with inventory planning or forecasting software
  • A genuine desire to work directly with customers
  • Zero aversion to hands-on work
  • Strong triage skills
  • A pattern-recognizer mindset
  • Builder mentality
  • Comfort operating independently with minimal direction
  • Clear, confident communicator
  • Thrives in ambiguity and fast-paced environments
  • Experience working at a planning software (not necessary but nice to have)
  • Experience working in a customer facing role (not necessary but nice to have)
  • Worked previously at a ecommerce-focused appeal or accessories brand (not necessary but nice to have)
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
inventory planningforecasting software
Soft Skills
customer supporttriage skillsclear communicationproblem-solvingindependent workadaptabilityempathycreativitycustomer educationrisk identification