Customer Success Manager (Individual Contributor)

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