Customer Success Manager (Individual Contributor)

Customer Success Manager (CSM)

Contract Type: Independent Contractor

Role: Full-time

Location: Remote anywhere (Candidates from Latam, Europe, and South Africa preferred)

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 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.

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 stallingon the client side, design side, or factory floorand 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 expansionfor 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.

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.

THE/STUDIO's Company Values

• 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 - has an affinity to always start their train of thought or analysis with the customer's perspective, bias towards talking to the customer to understand them
• Results-driven - focuses on achieving and exceeding measurable objectives

Our Typical Hiring Process

1. Submit an application. IMPORTANT: Please submit your resume/CV in English
2. Video Assessment
3. Hiring Manager Interview
4. CEO Interview
5. Assessment/Case Study - if applicable
6. 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.