Accountabilities

• Own the complete post-sales customer journey, including onboarding, relationship management, and ongoing support throughout the product development and delivery process.
• Guide customers through complex workflows by explaining production processes, managing expectations, and ensuring alignment between customer needs and internal capabilities.
• Act as the main point of coordination between customers, design teams, and production or sourcing partners to keep projects progressing smoothly.
• Monitor account progress, identify risks and bottlenecks, and proactively resolve issues before they impact timelines or customer satisfaction.
• Provide consultative support during product development phases, offering guidance on specifications, materials, product feedback, and technical considerations when needed.
• Manage a portfolio of SMB and mid-market accounts, maintaining accurate account information, tracking milestones, and monitoring customer health metrics.
• Identify opportunities for account expansion, including repeat orders, new product opportunities, and additional solutions aligned with customer goals.
• Collect customer feedback and collaborate with internal teams to improve processes, products, and overall customer experience.
• Maintain strong customer relationships through clear communication, proactive engagement, and a customer-first approach.

Requirements:

• 3+ years of experience in Customer Success, Account Management, client operations, or a similar customer-facing role.
• Experience managing customer relationships in e-commerce, manufacturing, technology platforms, or customized product environments is highly advantageous.
• Strong communication and interpersonal skills with the ability to explain complex concepts clearly to customers with different levels of expertise.
• Excellent project coordination skills with the ability to manage multiple stakeholders, timelines, and priorities simultaneously.
• Proactive problem-solving mindset with strong attention to detail and the ability to identify and resolve operational challenges.
• Commercial awareness and confidence identifying growth opportunities, upselling opportunities, and solutions that create customer value.
• Experience using CRM platforms such as HubSpot or similar tools to manage accounts, track activities, and maintain customer records.
• Ability to work independently in a fully remote environment with strong ownership, organization, and accountability.
• Startup mindset with adaptability, urgency, resilience, and willingness to take initiative.
• Experience with apparel development, product manufacturing, fabric sourcing, or custom production is considered a strong advantage.
• Comfortable working with international teams and distributed colleagues across different time zones.

Benefits:

• Fully remote working environment with the flexibility to work from anywhere.
• Opportunity to join a global team and collaborate with colleagues across multiple regions.
• High level of ownership and autonomy in managing customer relationships and improving processes.
• Direct impact on customer satisfaction, retention, and business growth.
• Opportunity to work with innovative systems and technology-driven workflows.
• Continuous learning and professional development opportunities.
• Inclusive and collaborative culture focused on curiosity, excellence, and customer success.
• Support for professional growth within a fast-paced, international environment.