Head of Customer Success persona
Owns NRR, NPS and CS-team retention — uses merch as a renewal-cycle and recovery-moment lever, never as cost-line.
Who they are
The Head of CS owns NRR, GRR and churn-bridge motion. Merch shows up in three programs they care about: onboarding kits, NPS-recovery gifts after a Sev1 incident, and renewal-cycle gifts for top-tier accounts. They want predictability, repeatability and a budget per-CSM they can deploy without a fresh PO each time.
What they need from a supplier
What they need: a pre-approved kit catalogue with locked pricing, a self-serve portal where each CSM can trigger a shipment, recipient-list import without a PM call, and per-account spend reporting that feeds into the CS dashboard. SLA: ship within 48 hours of CSM trigger for recovery moments.
Pricing — Italy
EUR pricing excluding IVA 22%. MOQ tier 100/250. Lead 5-8 days, rush +35%. Production hub: Milano.
FAQ
What is the minimum order?
No fixed minimum — for screen and embroidery economies start at 50+ units; DTF and UV print from 1 unit.
How long is production?
Standard 5-8 working days, rush +35% delivers in 3-5 days.
What payment terms?
50/50 for new clients, net-30 from order 4, net-60 for enterprise with credit insurance.
Do you sign NDA?
Yes — mutual NDA is standard for product launches, M&A and confidential campaigns.
Can you ship abroad?
Yes — we ship within the EU and to the UK, US, GCC and CIS via tracked carriers.