Customer Success Manager (Jewelry Industry)

Overview

Manage customer relationships and guide clients through the custom jewelry design and manufacturing process, acting as the primary point of contact from concept to delivery.

What you'll do

• Manage inbound customer requests for custom jewelry pieces.
• Serve as the primary point of contact for assigned accounts.
• Communicate directly with customers via email, phone, and messaging platforms.
• Ensure a high-touch, responsive customer experience.
• Review customer submissions and identify missing or unclear information.
• Ask thoughtful clarifying questions to fully understand customer requirements before production begins.
• Translate customer requests into clear, actionable instructions for internal teams.
• Guide customers through pricing, materials, manufacturing capabilities, and design trade-offs.
• Ensure customer expectations are aligned with operational capabilities and production timelines.
• Coordinate closely with CAD designers, production, and operations teams throughout the manufacturing process.
• Support CAD preparation and coordination by ensuring customer requirements are accurately translated into production-ready designs.
• Assist with quote preparation and pricing coordination while maintaining a high level of accuracy.
• Track order progress from design through manufacturing and final delivery.
• Ensure all required materials (e.g., stones, specifications, approvals) are received before production.
• Escalate production or technical issues when needed.
• Follow up on pending approvals, missing customer inputs, or stalled orders.
• Maintain accurate notes, customer communications, and order updates in internal systems.
• Ensure customer projects continue progressing smoothly through every stage of production.
• Support continuous improvement of internal workflows and customer processes.
• Identify opportunities to improve organization, efficiency, and customer experience using technology or automation.

What you'll need

• Excellent written and spoken English.
• Strong verbal communication skills with a neutral, easy-to-understand accent suitable for communicating with US-based customers.
• Strong listening skills with the ability to ask thoughtful follow-up questions and communicate complex information clearly.
• 2+ years of experience in Customer Success, Account Management, Client Services, Operations, or similar customer-facing roles.
• Experience managing multiple customer requests while working under tight deadlines.
• Highly organized with exceptional attention to detail.
• Tech-savvy and able to quickly learn new systems and software.
• Strong problem-solving skills with a proactive, ownership mindset.
• Demonstrated ability to improve workflows, solve problems independently, or take initiative beyond assigned responsibilities.
• Comfortable working US business hours.

Nice to have

• Experience in jewelry, diamonds, gemstones, luxury products, or custom manufacturing environments.
• Experience working with custom or bespoke jewelry manufacturing.
• Experience with CAD preparation, CAD coordination, jewelry production workflows, quote preparation, or pricing coordination.
• Experience balancing customer service responsibilities with operational or production support.
• Experience working in fast-paced production environments with short turnaround times.
• Prior exposure to SaaS platforms, marketplaces, CRM systems, AI tools, or workflow management software.
• Experience at companies like Rare Carat, Nivoda, or similar jewelry or diamond technology companies is highly preferred.

Details

• Location: India / South Africa (Remote).
• Work schedule: US business hours (aligned to customer base).
• Start date: As soon as possible.