Customer Success Manager

About Tapstitch

Tapstitch is redefining creative commerce through an AI‑powered fulfillment platform that enables brands and creators to design, produce, and deliver premium apparel globally. We’re not just a print‑on‑demand service – we’re a strategic growth partner helping customers evolve from product sellers into legitimate fashion brands.

The Customer Success Manager is a builder, strategist, and hands‑on partner who drives revenue growth by developing strategic relationships with Tapstitch’s top customers. This role transcends traditional CSM focus on retention; you’ll architect growth pathways, coach customers on business fundamentals, and help them unlock their potential.

• Own a portfolio of top accounts, serving as their primary strategic partner and growth advisor.
• Conduct quarterly business reviews focused on revenue expansion, margin improvement, acquisition strategy, and operational efficiency.
• Identify upsell and cross‑sell opportunities across custom branding, advanced decoration techniques, and other premium services.
• Guide customers through clear graduation pathways, using revenue metrics and business sophistication assessments.
• Track account health signals and proactively address retention risks.
• Partner with various internal teams for complex customer needs.
• Provide coaching on business fundamentals: pricing strategy, margin optimization, customer retention, product‑market fit, and revenue diversification.
• Facilitate monthly education sessions on audience monetization, seasonal planning, collection development, and scaling without traditional manufacturing barriers.
• Lead strategic onboarding for new strategic customers, including deep‑dive discovery calls and customized product recommendations.
• Work closely with Delivery Success to ensure operational excellence for strategic accounts.
• Collaborate with the Head of Customer Success to refine tier classifications and progression criteria.
• Contribute to building Customer Success infrastructure: playbooks, templates, dashboards, qualification frameworks, and best‑practice documentation.
• Leverage referrals, partnerships, and internal stakeholders to build a qualified pipeline.
• Qualify inbound enterprise leads and create compelling proposals that demonstrate Tapstitch’s ROI and strategic value.

• Love wearing multiple hats and building from scratch, crafting strategy decks while diving into operational details.
• Are energized by customer growth stories and genuinely celebrate their wins.
• Think like a business advisor, spotting growth opportunities and guiding strategic decisions.
• Are comfortable with ambiguity and iteration, embracing feedback and shaping processes as we scale.
• Bring a builder mindset, proactively creating playbooks and templates that strengthen the team.
• Have strong business instincts and understand revenue drivers and customer economics.
• Are naturally curious, asking great questions and digging into customer challenges.
• Communicate authentically, avoiding corporate jargon and speaking like a real human partner.

• 3–5 years in customer success, account management, or business development—ideally in eCommerce, fashion, SaaS, or creator economy.
• Proven track record of driving revenue growth through strategic account management, upsells, and expansion.
• Strong business acumen with ability to coach customers on pricing, margins, acquisition, retention, and revenue optimization.
• Excellent relationship‑building skills; able to establish trust quickly and maintain long‑term partnerships.
• Highly organized and comfortable managing multiple accounts with varying needs and communication preferences.
• Strong written and verbal communication skills; craft compelling proposals and deliver strategic presentations.
• Comfortable with ambiguity and building in a fast‑paced, high‑growth environment where priorities evolve quickly.
• Flexible work style—our community isn’t limited to 9‑5.
• Proactive, organized, and comfortable working cross‑functionally.

• Experience in eCommerce, apparel, creator economy, or marketplace businesses.
• Background working with SMBs, creators,…