Customer Success Manager en Tapstitch

Description

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.

Our Customer Success team sits at the heart of this transformation. Every customer interaction is an opportunity to unlock growth, build trust, and demonstrate what premium partnership really means.

The Role

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 isn't a traditional CSM role focused solely on retention - you'll be architecting growth pathways, coaching customers on business fundamentals, and helping them unlock their potential. You'll wear many hats: account strategist, business advisor, operational problem-solver and revenue driver.

You'll manage a portfolio of strategic accounts, working to achieve optimal Net Dollar Retention by helping customers grow their businesses, expand product lines, and graduate through sophistication and partnership tiers.

This role requires someone who can roll up their sleeves to build systems, playbooks and processes while simultaneously delivering white-glove strategic partnership to customers who expect premium service to match our premium positioning.

Key Responsibilities

1. Strategic Account Management & Revenue Growth

• Own a portfolio of top accounts, serving as their primary strategic partner and growth advisor
• Conduct quarterly business reviews focused on business value maximization: revenue expansion, margin improvement, customer acquisition strategies, 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 both revenue metrics and business sophistication/overall partnership assessments
• Track account health signals (order frequency, product diversification, engagement levels) and proactively address retention risks
• Partner with various internal teams for complex customer needs

2. Business Development Coaching & Brand Strategy

• Provide hands-on coaching on business fundamentals: pricing strategy, margin optimization, customer retention, product-market fit, and revenue diversification
• Help customers develop sustainable business models that leverage Tapstitch's premium quality and no-inventory model as competitive advantages
• Guide customers on maximizing revenue from their existing audiences, communities, and customer bases—whether they're influencers monetizing followers, established brands expanding collections, or businesses adding apparel revenue streams
• Facilitate monthly education sessions on topics like audience monetization, seasonal planning, collection development, and scaling without traditional manufacturing barriers
• Use customer research insights and discovery calls to tailor guidance to each customer's unique business model, growth stage, and revenue goals

3. Customer Onboarding & Activation

• Lead strategic onboarding for new strategic customers
• Conduct deep-dive discovery calls to understand customer goals, business model, revenue targets, and growth potential
• Create customized product recommendations, merchandising guidance and growth roadmaps aligned to customer segment
• Partner with the relevant team(s) on technical product education and advanced customization capabilities
• Monitor activation progress and proactively address blockers preventing first-order success and early revenue generation

4. Cross-Functional Collaboration & Systems Building

• Work closely with Delivery Success to ensure operational excellence for strategic accounts, escalating issues that threaten customer trust
• Partner with Head of Customer Success to refine customer tier classifications and progression criteria
• Collaborate with relevant teams to develop merchandise strategies and evaluate custom requests
• Provide structured customer feedback to Product, Merchandise, CX and Operations teams, advocating for features that maximize customer business value
• Contribute to building Customer Success infrastructure: playbooks, templates, dashboards, qualification frameworks and best practices documentation

5. Pipeline Development

• Leverage referrals from existing customers, partnerships and internal stakeholders to build qualified pipeline
• Qualify inbound enterprise leads
• Create compelling proposals and case studies that demonstrate Tapstitch's ROI and strategic value proposition

You'll Thrive If You

• Love wearing multiple hats and building from scratch - you're equally comfortable crafting strategy decks and jumping into operational details
• Are energized by customer growth stories - you genuinely care about helping customers succeed and celebrate their wins as your own
• Think like a business advisor, not just an account manager - you can spot growth opportunities and guide customers through strategic decisions
• Are comfortable with ambiguity and iteration - you embrace feedback, adapt quickly and help shape processes as we scale
• Bring a builder mindset - you proactively identify gaps and create solutions (playbooks, frameworks, templates) that make the team stronger
• Have strong business instincts - you understand revenue drivers, customer economics, and what separates thriving businesses from struggling ones
• Are naturally curious - you ask great questions, dig into customer challenges, and genuinely want to understand their vision
• Communicate with authenticity - you avoid corporate jargon and speak like a real human building genuine partnerships

Requirements

• 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 fundamentals: pricing, margins, customer acquisition, retention strategy, revenue optimization
• Excellent relationship-building skills; able to establish trust quickly and maintain long-term strategic partnerships
• Highly organized and comfortable managing various accounts with varying needs, growth stages, and communication preferences
• Strong written and verbal communication skills - you can craft compelling proposals, deliver strategic presentations and provide actionable feedback
• Comfortable with ambiguity and building in a fast-paced, high-growth environment where priorities evolve quickly
• Ability to work flexibly—our community isn’t limited to 9–5.
• Organized, proactive, and comfortable working cross-functionally.

Strongly Preferred

• Experience in eCommerce, apparel, creator economy, or marketplace businesses
• Background working with SMBs, creators, influencers, or entrepreneurs building scalable businesses
• Understanding of merchandising, product development, or supply chain concepts
• Experience using a CRM, project management tools and analytics platforms
• Track record of helping customers achieve measurable business outcomes (revenue growth, margin improvement, customer retention)

Technical Competencies

• Proficient with CRM systems for tracking account health, opportunities and touchpoints
• Comfortable with analytics tools to monitor customer performance and identify growth signals
• Ability to create customer-facing materials: proposals, presentations, etc.
• Skilled at managing multiple tools and workflows

Benefits

• Be part of a mission-driven team transforming the future of creator commerce.
• Competitive compensation and equity package.
• Mostly in-person work setup with team HQ in NYC.
• Medical, dental, and vision insurance.
• Opportunity to be a part of a high-growth startup building from 0 to 1.