Tapstitch | Make fashion · 2 months ago
Customer Success Manager
New York, New York, United States
Full-time
Onsite
Mid LevelTapstitch is redefining creative commerce through an AI-powered fulfillment platform that enables brands and creators to design, produce, and deliver premium apparel globally. The Customer Success Manager will drive revenue growth by developing strategic relationships with top customers, focusing on business fundamentals and optimizing account performance.
Apparel & Fashion
Responsibilities
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
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
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
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
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
Qualification
Required
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
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
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
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
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
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
Company
Tapstitch | Make fashion
Tapstitch is the all in one-in-one solution that empowers entrepreneurs to start and scale successful fashion brands.
Founded in 2024
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase