Customer Success Manager

Overview THE/STUDIO is a cutting-edge manufacturing platform designed to help creators, brands, and organizations seamlessly design and produce custom products. From apparel and accessories to promotional items, we make the process easy with low minimum order quantities (MOQs), exceptional quality, and the ability to meet even the tightest deadlines. Open to candidates from anywhere in the world About Us At THE/STUDIO, our vision is to empower individuals, regardless of their expertise, to unleash their creativity and bring their unique ideas to life through the production of custom products. We are committed to delivering top-quality customized products that not only exceed expectations but also provide a seamless and awe-inspiring experience via our exceptional team and AI-integrated systems. By shouldering the manufacturing burdens, we liberate our customers to focus on their true passions, driving them towards remarkable success and fulfillment. Together, we turn dreams into tangible realities and shape a world where creativity knows no bounds. Our headquarters are in Los Angeles, California, but we are a truly global company with team-members across the U.S., Europe, South America, Africa, and Asia/Pacific. We have gone to a fully remote working platform so that we can attract the world’s best talent. All roles at THE/STUDIO are 100% remote from anywhere in the world, as long as you have all your tools and a fast, stable internet connection We know that some applicants will not meet all the requirements, so we encourage you to apply anyway so we can determine if something else might be a good fit The Role We’re looking for a Customer Success Manager to own the post-sale relationship and ensure customers achieve meaningful outcomes on our product development and manufacturing platform. This role manages multiple accounts, drives adoption, identifies revenue opportunities, and ensures customers stay engaged and successful. What You’ll Do Manage and grow a portfolio of SMB and mid-market customer accounts. Ensure customers achieve their goals and adopt the platform successfully. Monitor account health, customer activity, and production performance through CRM and internal dashboards. Conduct check-ins, business reviews, follow-ups, and renewal conversations. Identify upsell, cross-sell, monetization, and expansion opportunities. Gather customer feedback on product experience and production processes and share insights with Product, Sourcing, and Sales. Proactively identify risks, resolve blockers, and support customers through the product development journey. Maintain clean, organized documentation and account notes in HubSpot. Provide recurring insights and recommendations to improve customer workflows and internal processes. Qualifications 3+ years of Customer Success, Account Management, or other client-facing experience. Strong CRM experience; comfortable using data to guide decisions and actions. Highly organized and able to manage multiple accounts simultaneously. Outcome-oriented, data-driven, resilient, proactive, and results-focused. Excellent English communication and relationship-building skills (C2). Fast learner with strong attention to detail. Market knowledge (e-commerce, manufacturing, product development, or related industries) is a plus. Startup experience or a startup-style mindset is strongly preferred. Comfortable working independently as a mid-to-senior IC. Intellectually curious - possesses a natural disposition and comfort to ask questions, challenge the status quo, and a desire to ‘get to the bottom of things’ if they see something not quite right. Self-motivated with a meaningful reason to deliver excellence. Good communication skills that enhance collaboration, minimize misunderstandings, and at a frequency that is appropriate for a remote team. Radical candor - Coachable, accepting of constructive negative feedback and willing to provide constructive negative feedback where applicable. Operates with a level of urgency - values immediate action where prudent, enables quick decision-making, swift problem-solving, and seizing opportunities in a dynamic business environment. Natural customer centricity - always considers the customer’s perspective first. Results-driven - focuses on achieving and exceeding measurable objectives. Application & Process Submit an application. IMPORTANT: Please submit your resume/CV in English Video Assessment CEO Interview Assessment/Case Study - if applicable Reference Check Note that every role is different, so the process may vary depending on the requirements of the role. Regardless of the result, we always inform candidates via email. At THE/STUDIO, we know that our Company's strength lies in the diversity of our team. THE/STUDIO is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal opportunities for all applicants and individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Customer Success Manager Individual Contributor • Guadalajara, Jalisco, MX #J-18808-Ljbffr