Customer Success Manager (Individual Contributor)

Overview

This opportunity is offered through a partner organization seeking a Customer Success Manager (Individual Contributor) based in Australia. The role involves guiding clients through intricate product journeys while nurturing lasting relationships in a fully remote, global setting. You will serve as a trusted advisor, assisting customers from onboarding through delivery and future growth phases in custom product development.

Key Responsibilities

• Oversee the entire post-sale customer lifecycle including onboarding, relationship maintenance, and ongoing support throughout product creation and delivery.
• Lead clients through complex production processes, aligning their expectations with internal team capabilities.
• Coordinate communication and project flow among customers, design teams, and production or sourcing partners to ensure seamless progress.
• Track account milestones actively, identify potential risks or delays, and resolve issues proactively to maintain satisfaction and schedules.
• Offer consultative guidance on product development aspects such as specifications, material selection, and technical feedback.
• Manage a portfolio consisting of small and medium-sized business as well as mid-market customers, maintaining accurate records and customer health metrics.
• Discover upselling opportunities, repeat business, and additional product solutions aligned with client goals.
• Gather customer insights and collaborate internally to enhance processes, product offerings, and the overall customer journey.
• Develop and maintain strong customer relations through clear, proactive communication and a customer-centric approach.

Requirements

• Minimum of three years’ experience in Customer Success, Account Management, client operations, or similar client-facing roles.
• Experience working with e-commerce, manufacturing, technology platforms, or customized product environments highly preferred.
• Excellent ability to communicate complex information clearly to clients with varying levels of understanding.
• Strong project coordination skills to handle multiple stakeholders, timelines, and competing priorities effectively.
• Proactive and detail-oriented problem solving, with strong operational issue resolution capabilities.
• Commercial acumen including identifying growth and upsell possibilities that add customer value.
• Familiarity using CRM systems such as HubSpot or similar tools for managing accounts and tracking customer interactions.
• Demonstrated ability to work independently in a remote setting, showing accountability, organization, and ownership.
• Startup mindset embodying adaptability, urgency, resilience, and initiative-taking.
• Experience in apparel development, fabric sourcing, manufacturing, or custom production is a notable advantage.
• Comfortable collaborating with internationally distributed teams across different time zones.

Benefits and Work Culture

• Work remotely with full flexibility to operate from anywhere.
• Join a global, diverse team collaborating across multiple regions.
• Enjoy high autonomy and control over managing customer relationships and process improvements.
• Make a direct impact on metrics such as customer satisfaction, retention, and company growth.
• Engage with innovative systems and technology-driven workflows.
• Access continuous opportunities for learning and professional growth.
• Experience an inclusive, collaborative environment focused on curiosity, excellence, and customer success.
• Opportunity for career advancement within a fast-moving international setup.

Additional Information

This position is managed by a partner company that handles all application and recruitment processes. The selection uses AI-powered systems for unbiased candidate matching, with final hiring decisions taken by the partner company. Applicants’ data will be processed following applicable data privacy laws and protections.