Customer Success Manager

This is a 100% on-site position in Newburyport, MA

Role Summary

We are hiring a Client Success Manager to take ownership of communication, development tracking, and project flow for a portfolio of existing house accounts. This role will primarily deal working with our larger brands on factory direct production orders.

This role works directly with both our Sales Admin and the Owner, who currently manages many of these client relationships. The goal is for you to become the primary client-facing lead, ensuring clients receive fast, accurate support while allowing the owner to step out of daily communication.

You will manage the development pipeline in Monday.com, track project progress from hardware design concepts through production, coordinate updates with our factory and internal teams, and deliver proactive communication to clients. This role is ideal for someone who is organized, proactive, client focused, and able to work independently without requiring daily oversight.

Key Responsibilities:

Client Communication & Relationship Ownership

• Serve as the primary day-to-day contact for assigned house accounts
• Manage inbound questions related to development, samples, pricing, and timelines
• Provide proactive status updates to keep projects moving
• Build strong, long-term client relationships rooted in reliability and clarity

Pipeline & Project Management

• Own and maintain the development pipeline in Monday.com
• Track sample status, quotes, changes, and production progress
• Keep all documentation highly organized and up to date
• Ensure clear visibility for both the Owner and internal teams

Internal & Factory Coordination

• Partner closely with the Sales Admin (order entry, samples, freight, documents)
• Communicate with our overseas factory on development details and timelines
• Collaborate with product development, warehouse, and marketing teams as needed

Client Success & Account Growth

• Identify opportunities for reorders, new developments, or expanded product use
• Understand client buying patterns to support retention and growth
• Share new product launches and tailored recommendations with accounts

What Success Looks Like

• Clients receive fast, accurate communication without needing the Owner
• Development projects move smoothly from concept → production → delivery
• The Client Success Manager Sales Admin operate as a coordinated support team
• Monday.com pipeline is clean, current, and reliable
• Accounts experience strong retention, satisfaction, and long-term growth

Required Skills & Experience

• 3 years in client success, account management, sales coordination, or client support
• Strong organizational skills with the ability to manage many open items at once
• Excellent written and verbal communication
• Experience with CRM systems, ERPs (we use Netsuite) and project management tools
• High attention to detail and strong follow-through
• Ability to work independently with minimal oversight
• Experience in B2B, manufacturing, wholesale, or product-based environments preferred
• Familiarity with overseas production timelines is a plus

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) 4% Match
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan