{"id":3346764,"url":"https://alion.io/job/fresh-prints-customer-success-manager-remote","title":"Customer Success Manager (Remote)","company":{"id":6324,"name":"Fresh Prints","domain":"freshprints.com","url":"https://alion.io/company/fresh-prints","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":76,"open_postings":8,"ghost_share":0,"stale_share":0.875,"repost_share":0.125,"time_to_fill_p50_days":24,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":["South Africa"],"countries":["ZA"],"hiring_countries":["ZA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":27000,"period":"year","method":"role_seniority_country_cell","sample_n":9},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-27T14:48:38Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-06T00:43:54Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About Frontier\nFrontier is a subsidiary of Fresh Prints. Fresh Prints is a New York-based, fast-growing, fully remote, 380-person company that has most of our team in India and the Philippines. A few years ago, Fresh Prints started helping other fast-growing companies build their teams. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier.\nHere at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them in the best companies. We have placed over 800 hires across 50 different US-based startups and high-growth companies. \nAbout the Client:\nEverSpark is a technology-forward custom jewelry manufacturing platform powering independent jewelry designers, retailers, and enterprise brands. Our platform enables customers to design, render, price, revise, approve, and manufacture custom jewelry through a seamless digital workflow.\nWe combine manufacturing expertise with modern software, AI-assisted design tools, and a high-touch customer experience to streamline the end-to-end custom jewelry process.\nRole Overview\nWe are hiring a remote Jewelry Account Manager / Customer Success Manager to manage customer relationships and guide clients throughout the custom jewelry design and manufacturing process.\nThis is a highly consultative, customer-facing role where you'll serve as the primary point of contact for customers. You'll help clients clarify design requirements, answer questions, coordinate with internal production teams, manage timelines, and ensure orders move smoothly from concept to delivery.\nThis role combines customer success, project coordination, pricing support, and production management, making it ideal for someone who enjoys both relationship management and operational execution.\nThe ideal candidate is highly organized, tech-savvy, an exceptional English communicator, and comfortable managing multiple high-value customer workflows in a fast-paced environment.\nKey Responsibilities\nCustomer Account Management\nManage inbound customer requests for custom jewelry pieces\nServe as the primary point of contact for assigned accounts\nCommunicate directly with customers via email, phone, and messaging platforms\nEnsure a high-touch, responsive customer experience\nRequirement Gathering & Order Clarification\nReview customer submissions and identify missing or unclear information.\nAsk thoughtful clarifying questions to fully understand customer requirements before production begins.\nTranslate customer requests into clear, actionable instructions for internal teams.\nGuide customers through pricing, materials, manufacturing capabilities, and design trade-offs.\nEnsure customer expectations are aligned with operational capabilities and production timelines.\nProduction & Internal Coordination\nCoordinate closely with CAD designers, production, and operations teams throughout the manufacturing process.\nSupport CAD preparation and coordination by ensuring customer requirements are accurately translated into production-ready designs.\nAssist with quote preparation and pricing coordination while maintaining a high level of accuracy.\nTrack order progress from design through manufacturing and final delivery.\nEnsure all required materials (e.g., stones, specifications, approvals) are received before production.\nEscalate production or technical issues when needed.\nCustomer Follow-ups & Workflow Management\nFollow up on pending approvals, missing customer inputs, or stalled orders.\nMaintain accurate notes, customer communications, and order updates in internal systems.\nEnsure customer projects continue progressing smoothly through every stage of production.\nSupport continuous improvement of internal workflows and customer processes.\nIdentify opportunities to improve organization, efficiency, and customer experience using technology or automation.\nRequired Qualifications\nExcellent written and spoken English.\nStrong verbal communication skills with a neutral, easy-to-understand accent suitable for communicating with US-based customers.\nStrong listening skills with the ability to ask thoughtful follow-up questions and communicate complex information clearly.\n2+ years of experience in Customer Success, Account Management, Client Services, Operations, or similar customer-facing roles.\nExperience managing multiple customer requests while working under tight deadlines.\nHighly organized with exceptional attention to detail.\nTech-savvy and able to quickly learn new systems and software.\nStrong problem-solving skills with a proactive, ownership mindset.\nDemonstrated ability to improve workflows, solve problems independently, or take initiative beyond assigned responsibilities.\nComfortable working US business hours.\nPreferred Qualifications\nExperience in jewelry, diamonds, gemstones, luxury products, or custom manufacturing environments.\nExperience working with custom or bespoke jewelry manufacturing.\nExperience with CAD preparation, CAD coordination, jewelry production workflows, quote preparation, or pricing coordination.\nExperience balancing customer service responsibilities with operational or production support.\nExperience working in fast-paced production environments with short turnaround times.\nPrior exposure to SaaS platforms, marketplaces, CRM systems, AI tools, or workflow management software.\nExperience at companies like Rare Carat, Nivoda, or similar jewelry or diamond technology companies is highly preferred.\nIdeal Candidate Profile\nFriendly, empathetic, and professional communicator who enjoys building relationships with customers.\nNaturally curious and comfortable asking clarifying questions before making assumptions.\nStrong analytical thinking and attention to detail.\nCalm and confident when managing customer conversations.\nComfortable balancing customer expectations with operational constraints.\nAble to manage multiple customer projects simultaneously while maintaining accuracy.\nThrives in fast-paced environments with time-sensitive production schedules.\nComfortable handling both customer-facing responsibilities and operational work such as pricing, CAD coordination, and production tracking.\nDemonstrates initiative by improving processes, building systems, or finding more efficient ways of working.\nStrong ownership and accountability-you naturally take responsibility for ensuring customer orders move forward.\nExcited to learn new technology and comfortable working with AI-enabled platforms and modern software.\nWork Details\nPreferred Location: South Africa\n Work Schedule: US business hours (aligned to customer base)\n Start Date: As soon as possible","description_format":"text","description_chars":6671,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"South Africa","iso":"ZA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Apparel & Fashion Brands"],"lifecycle":[{"event":"open","at":"2026-10-27T17:25:26Z"}],"visa":[],"liveness":{"score":75,"band":"hot","label":"Hiring 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