Oct 6, 2026 · 28 min · 12 segments
Fashion rental is changing how consumers think about their closets, and Nuuly has been helping shape that shift since launching in 2019. Kim Gallagher, executive director of marketing and customer…
Bill ThorneHostWell, that evolved because when we were initially thinking about the organization and how we wanted to craft it, we knew we were going to launch a business that was not just rental but also subscription.
And we knew that the relationship with the customer was going to be super paramount.
And we knew that customer success was not just going to be a cost center for the brand or customer service.
It really had to be, you know, a cornerstone of the team and really our biggest customer facing advocates that are also the most important people at driving retention for the business.
So we decided that it fit nicely with the rest of my organization, which is more marketing and creative focus, which I don't think is totally common all the time.
I think often the customer service roles sit in more of an operational function.
We also, our customer success team is the team that is sharing voice of the customer insights in partnership with our insights team who is doing research and our analytics team who's looking at the data.
And they all do a joint share back monthly that dives deep into a topic that pretty much everyone in the newly organization attends.
Is there one project that you all undertook or something that you've done that stands out above the others that gave you the greatest satisfaction of knowing, I was a part of this, I helped lead this, and we're moving forward?
Well, that evolved because when we were initially thinking about the organization and how we wanted to craft it, we knew we were going to launch a business that was not just rental but also subscription.
And we knew that the relationship with the customer was going to be super paramount.
And we knew that customer success was not just going to be a cost center for the brand or customer service.
It really had to be, you know, a cornerstone of the team and really our biggest customer facing advocates that are also the most important people at driving retention for the business.
So we decided that it fit nicely with the rest of my organization, which is more marketing and creative focus, which I don't think is totally common all the time.
I think often the customer service roles sit in more of an operational function.
We also, our customer success team is the team that is sharing voice of the customer insights in partnership with our insights team who is doing research and our analytics team who's looking at the data.
And they all do a joint share back monthly that dives deep into a topic that pretty much everyone in the newly organization attends.
Is there one project that you all undertook or something that you've done that stands out above the others that gave you the greatest satisfaction of knowing, I was a part of this, I helped lead this, and we're moving forward?
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