Customer Success Manager – Individual Contributor

This is a fully remote position, open to applicants in North America.

📋 Description

• Take charge of the complete customer onboarding and post-sales journey, helping new clients understand manufacturing processes and guiding them confidently from initial concept to final delivery.

• Act as the primary coordinator, effectively liaising between clients, design experts, and factory/sourcing teams to ensure smooth project progression.

• Oversee account advancements to identify areas where production or approvals may be lagging—whether on the client side, design side, or factory floor—and intervene to resolve issues before they lead to delays.

• Serve as a dependable advisor for clients during key review stages, offering insights on garment construction, fabrics, and technical specifications as necessary.

• Recognize timing and opportunities for growth—for instance, as a client approaches the conclusion of a bulk production run, collaborate with design to proactively introduce relevant trends, new products, and reorder suggestions.

• Manage a dynamic portfolio of SMB and mid-market accounts, ensuring meticulous account notes, tracking significant milestones, and monitoring production metrics using HubSpot.

• Collect real-time customer feedback regarding their production experiences and relay cross-functional insights to Sourcing, Product, and Sales teams to enhance our platform continuously.

⛳️ Requirements

• Over 3 years of experience in Customer Success, Account Management, or client-facing roles (ideally within e-commerce, custom apparel, manufacturing, or tech-enabled platforms).

• High empathy and an educational mindset: Capable of guiding novice clients through intricate technical and manufacturing concepts with patience and clarity, while still asserting authority with experienced buyers.

• Cross-functional and project coordination skills: Proficient in managing workflows involving multiple parties (clients, internal design, factory teams) and keeping everyone on schedule.

• Proactive problem-solver: Naturally attentive to detail, able to identify operational bottlenecks early and take immediate ownership to address them.

• Up-selling and commercial instincts: Comfortable recognizing expansion opportunities and collaborating with design/product teams to propose timely, trend-relevant solutions for growing accounts.

• Technical and CRM proficiency: Strong working knowledge of HubSpot (or similar CRMs) for managing pipelines, account notes, and key activity metrics.

• Garment/product knowledge (a plus): Previous experience or a strong interest in apparel development, fabric sourcing, or custom production is a significant advantage.

• Startup mindset: A resilient, high-energy, autonomous mid-to-senior level individual contributor who operates with urgency and a clear sense of ownership.

🏝️ Benefits

• Flexible working hours

• Professional development opportunities