Customer Success Manager (Individual Contributor)

The/Studio; Johannesburg; A distancia; ZAR 1.161.000 - 1.990.000; Jornada completa

Descripción de la vacante

THE/STUDIO is seeking a proactive Customer Success Manager to own the post-sales journey for apparel/product clients, onboarding them and guiding production and manufacturing through concept to delivery.

You will coordinate between clients, design teams, and factory partners, unblocking delays and driving growth with a focus on expansion opportunities and strong CRM discipline.

Formación

• 3+ years in Customer Success, Account Management, or client-facing ops.
• Strong empathy & educational mindset for guiding novices and experienced buyers.
• Cross-functional project coordination across client, design, and factory teams.
• Proactive problem-solver who spots bottlenecks and acts quickly.
• Upselling and commercial instinct to identify expansion opportunities.
• CRM proficiency to maintain notes and track milestones.

Responsabilidades

• Own end-to-end onboarding and post-sales experience, guiding clients from concept to delivery.
• Coordinate between clients, design specialists, and factory/sourcing teams to keep projects moving.
• Monitor progress to spot bottlenecks and unblock delays before they impact delivery.
• Provide consultative product support on garment construction, fabrics, and specs.
• Identify expansion opportunities as production runs progress and near completion.
• Maintain an active portfolio with notes, milestones, and production metrics in HubSpot.
• Gather client feedback and share insights with Sourcing, Product, and Sales to improve the platform.

Conocimientos

Empathy

Account Management

Project Coordination

Problem-Solving

CRM Fluency

Herramientas

HubSpot

Descripción del empleo

Location: 100% Remote (Global) - Preference: Latin America, South Africa, Europe

Timezone / Hours: US Business Hours (EST/PST)

Engagement Type: Full-Time Independent Contractor

The Vision: Building the Operating System for Product Creation

Since 2013, THE/STUDIO has been building the definitive operating system for product creation. We are combining modern SaaS technology with custom manufacturing to make producing physical goods as seamless, fast, and scalable as launching software.

We operate two core platforms: Customize Now (our best-in-class, on-demand manufacturing platform) and Source Anything (our new SaaS product that enables customers to seamlessly work with global factories beyond our own network).

We are a profitable, previously Silicon Valley-backed, fully remote company, and we are not just looking to improve manufacturing, we are looking for a visionary operator to help us truly revolutionize the global supply chain.

The Role

We’re looking for a proactive Customer Success Manager (CSM) to own the post-sales relationship and guide our clients through every step of their product development and custom manufacturing journey.

Many of our clients are launching or scaling apparel/product lines with little to no manufacturing experience, while others are seasoned industry veterans. As their primary strategic guide, you will onboard new customers, demystify the custom production process, and serve as the critical bridge coordinating between the client, our design team, and factory/sourcing partners.

You’ll spot where projects are stalling (whether on the client, design, or factory side), relentlessly unblock delays, provide hands‑on guidance on fabric and garment feedback, and identify key expansion opportunities as production runs complete.

Why This Role Is Exciting:

• Direct Access to Leadership: You will have the opportunity to work directly with our CEO and executive team, giving you high visibility, direct mentorship, and a seat at the table.

• Product & Strategic Influence: We operate with flat hierarchies. Your daily insights from the ground level will directly shape our product roadmap, workflows, and company strategy.

• Rapid Scale & Career Trajectory: We are growing rapidly. Joining us right now means high autonomy, minimal red tape, and massive room for personal and professional acceleration.

What You’ll Do

• Post-Sales Journey & Onboarding: Own the end‑to‑end customer onboarding and post‑sales experience, educating new clients on manufacturing workflows and guiding them confidently from concept to final delivery.

• Cross-Functional Orchestration: Serve as the central air‑traffic controller coordinating closely between clients, design specialists, and factory/sourcing teams to keep projects moving smoothly.

• Proactive Risk & Bottleneck Detection: Monitor account progress to spot where production or approvals are stalling—on the client side, design side, or factory floor—and jump in to unblock issues before they cause delays.

• Consultative Product Support: Act as a reliable sounding board for clients during critical review phases, providing feedback on garment construction, fabrics, and technical specs when needed.

• Strategic Growth & Upselling: Identify timing and opportunities for expansion—for example, as a client nears the end of a bulk production run, partner with design to proactively pitch relevant trends, new products, and re‑orders.

• Portfolio & Health Management: Manage a active portfolio of SMB and mid‑market accounts, maintaining clean account notes, tracking key milestones, and monitoring production metrics in HubSpot.

• Feedback Loop: Gather real‑time customer insights on their production experience and share cross‑functional feedback with Sourcing, Product, and Sales to continuously improve our platform.

The Profile We’re Looking For (Our Core Pillars)

Our Founder/CEO defines our top performers by three distinct traits. If this describes how you operate, you will thrive here:

1. Raw Intelligence & Problem‑Solving: High processing power, business acumen, and logical reasoning. You can think on your feet, connect complex ideas, and break down ambiguous problems quickly.

2. "Give a Shit" Energy (Extreme Ownership): You take 100% accountability for your domain and outcomes. You don't make excuses or blame external factors. You look inward, find solutions, and push across the finish line.

3. Rapid Adaptation & Radical Candor: You embrace blunt, constructive feedback and pivot instantly without ego. You excel in a fast-moving environment where you need to act with urgency without waiting for hand‑hanging.

What We’re Looking For

• 3+ years of experience in Customer Success, Account Management, or client‑facing operations (preferably in e-commerce, custom apparel, manufacturing, or tech‑enabled platforms).

• High Empathy & Educational Mindset: Able to guide novice clients through complex technical/manufacturing concepts with patience and clarity, while maintaining authority with experienced buyers.

• Cross‑Functional & Project Coordinator: Skilled at managing multi‑party workflows (client - internal design - factory teams) and keeping everyone on schedule.

• Proactive Problem‑Solver: A natural eye for detail who spots operational bottlenecks early and takes immediate ownership to resolve them.

• Up‑Selling & Commercial Instincts: Comfortable identifying expansion moments and partnering with design/product teams to suggest timely, trend‑relevant solutions to growing accounts.

• Technical & CRM Fluency: Strong working knowledge of HubSpot (or similar CRMs) to manage pipeline, account notes, and key activity metrics.

• Garment/Product Knowledge (Plus): Prior experience or strong interest in apparel development, fabric sourcing, or custom production is a major advantage.

• Startup Mindset: Resilient, high‑energy, autonomous mid‑to‑senior individual contributor who operates with urgency and clear ownership.

Compensation & Terms

• Flexible & Competitive: We offer competitive, outcome‑driven compensation packages tailored to the candidate's level of impact.

• Engagement Type: Full‑time, exclusive independent contractor role.

THE/STUDIO is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive, high‑performance culture free from discrimination.