Customer Success Manager

Overview

• Workstyle: Remote
• Reports to: Manager, Customer Success
• Travel Expectations: Minimal, based on company or team-planned events
• Physical Requirements/Demands: None

What we're looking for

We're seeking a motivated, customer-focused individual with a passion for relationship-building and problem-solving. You thrive in dynamic environments and take initiative to deepen customer engagement. Our ideal candidate has:

• 3+ years of experience in Customer Success, Account Management, or client-facing roles
• Familiarity with SaaS platforms, customer lifecycle management, and best practices in customer experience
• Strong communication and organizational skills with an ability to manage multiple projects simultaneously
• Proven agility and comfort navigating change, with the ability to collaborate effectively across teams and functions
• Experience in the promotional merchandise industry-or a strong interest in learning about it-is a plus

What you\'ll do

As a Customer Success Manager, you will be responsible for building long-term customer relationships that drive retention, satisfaction, and revenue growth. You\'ll work cross-functionally to ensure customers are supported at every stage of their journey. In this role, you will:

• Manage a diverse book of business across industries, driving customer engagement and health
• Onboard new customers and lead training to ensure adoption and success with the platform
• Facilitate regular check-ins, business reviews, and renewal conversations with customers
• Collaborate with internal partners (e.g., Operations, Customer Merchandise Managers, Sales, and Marketing) to deliver outstanding customer experiences
• Identify growth opportunities, including upsell and cross-sell opportunities, and align value with customer goals
• Monitor customer metrics such as NPS, product usage, and engagement to identify account opportunities
• Champion the voice of the customer internally and suggest process improvements that enhance the customer experience

How you\'ll be measured

• Customer retention and satisfaction (e.g., NPS, renewal rates)
• Account expansion and revenue growth
• Internal collaboration and contribution to process improvement
• Quality of communication and partnership across teams

How you\'ll make a difference

As a Customer Success Manager, you\'ll be a vital connector between Custom Ink and our customers. Your ability to cultivate trust, deliver value, and guide customers to success will directly impact our growth and customer loyalty. You\'ll play a key role in making sure our customers not only stay with us but thrive with us-building community through meaningful branded experiences.

Compensation

We are committed to providing pay transparency and equitable compensation.

• For this salaried exempt position is $67,000 - $90,000 plus a performance bonus tied to individual/company performance and continued retention. Placement within the range is determined by a variety of factors, including but not limited to: knowledge, skills, years & depth of experience, and equity with internal team members.

The perks

• Generous Paid Time Off: Recharge with flexible paid time off policies and major paid holidays.
• Comprehensive Health Coverage: Complete Medical, Dental, and Vision coverage at a low cost through a PPO or HDHP plan to support your and your family\'s well-being.
• Employee Wellness: Access to virtual medical consultations through MDLIVE, and mental health services through some of our preferred partners.
• Family-Friendly Benefits: Fully paid parental leave of up to 12 weeks, adoption assistance, and family-building benefits.
• Financial Wellness: Plan for the future with a 401(k) retirement plan with company matching, complimentary life & AD&D insurance coverage, and access to financial planning resources.
• Professional Development: Grow your career with access to training programs, certifications, and tuition assistance.

Application Period Disclosure

To ensure fairness and transparency in our hiring process, this role will accept applications through September 3, 2025. We encourage all interested candidates to apply by this date to be fully considered.

Cover letters are preferred (not required), Custom Ink values individuality, so use your judgment and write to us in your own voice.

Equal Opportunity Statement

Custom Ink, LLC ("Custom Ink") is an Equal Opportunity Employer. We celebrate diversity in all forms and are committed to maintaining a discrimination-free workplace that treats applicants and employees with dignity and respect. Our employment process is conducted without regard to race, color, religion, nationality or ethnic background, sex, pregnancy, sexual orientation, gender identity or expression, age, disability, protected veteran status, genetic information, or other attributes protected by state, federal, and local law.

E-Verify

Custom Ink uses E-Verify to confirm the employment eligibility of all new team members. To learn more about E-Verify, including your rights and responsibilities, please click here.

State eligibility

Custom Ink will only consider applicants who reside in states where it is registered to do business as an employer. We are currently not registered in the following states: AK, AR, CT, HI, ID, IA, KS, KY, LA, ME, MI, MS, MO, MT, NE, ND, NH, NM, OK, RI, SD, UT, VT, WV, WY.

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