Customer Success Manager (Jewelry Industry)

About the Client

EverSpark is a technology-forward custom jewelry manufacturing platform powering independent jewelry designers, retailers, and enterprise brands. Our platform enables customers to design, render, price, revise, approve, and manufacture custom jewelry through a seamless digital workflow.

We combine manufacturing expertise with modern software, AI-assisted design tools, and a high-touch customer experience to streamline the end-to-end custom jewelry process.

Role Overview

We are hiring a Jewelry Account Manager / Customer Success Manager to manage customer relationships and guide clients throughout the custom jewelry design and manufacturing process.

This is a highly consultative, customer-facing role where you'll serve as the primary point of contact for customers. You'll help clients clarify design requirements, answer questions, coordinate with internal production teams, manage timelines, and ensure orders move smoothly from concept to delivery.

This role combines customer success, project coordination, pricing support, and production management, making it ideal for someone who enjoys both relationship management and operational execution.

The ideal candidate is highly organized, tech-savvy, an exceptional English communicator, and comfortable managing multiple high-value customer workflows in a fast-paced environment.

Key Responsibilities

Customer Account Management

• 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

Requirement Gathering & Order Clarification

• 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.

Production & Internal Coordination

• 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.

Customer Follow-ups & Workflow Management

• Follow up on pending approvals, missing customer information