Senior Customer Success Manager – Custom Jewelry Design & Production – Remote (U.S. Business Hours) – Driving Client Satisfaction, Process Optimization, and AI‑Enabled Innovation at brighthush

About brighthush

brighthush is at the forefront of a revolution in the custom jewelry industry. By fusing artificial intelligence with precision manufacturing, we empower designers, boutique retailers, and enterprise brands to transform creative concepts into high‑quality, on‑demand pieces at scale. Our fully remote ecosystem spans the United States, India, and the Philippines, and we proudly serve a global community of over 380 professionals. Since our inception, we have helped more than 800 hires join 50+ U.S.‑based startups and high‑growth companies, proving that talent and technology can accelerate the jewelry industry like never before.

Our mission is simple yet ambitious: make custom jewelry creation faster, smarter, and more accessible. Whether you’re crafting a single heirloom or launching a multi‑piece enterprise collection, brighthush provides the tools, expertise, and support to bring your ideas to life with precision and speed.

Why This Role Matters

As the Senior Customer Success Manager, you will be the linchpin that connects our clients’ aspirations with our production capabilities. Your influence will shape every custom jewelry project—from a single heirloom to a large enterprise collection—ensuring it meets the highest standards of quality, timeliness, and satisfaction. You will bridge the gap between creative intent and manufacturing reality, turning client dreams into tangible masterpieces while maintaining flawless operational flow.

Key Responsibilities

Client Relationship Stewardship

• Serve as the trusted point of contact for a portfolio of premium custom jewelry clients, building long‑term relationships through proactive, high‑touch communication.
• Deliver a responsive, personalized experience across email, phone, and instant messaging, ensuring clients feel heard and valued at every touchpoint.
• Act as a strategic advisor, guiding clients through design decisions, pricing structures, material selection, and production timelines.
• Maintain a deep understanding of each client’s brand, market positioning, and customer expectations to tailor solutions that exceed their goals.
• Proactively identify upsell and renewal opportunities, collaborating with the sales team to expand the client’s engagement.

Requirement Gathering & Order Clarification

• Scrutinize customer submissions to identify missing or ambiguous details, ensuring every design intent is crystal clear before production.
• Ask thoughtful, clarifying questions that uncover the client’s vision, constraints, and expectations.
• Translate complex customer requests into clear, actionable instructions for internal CAD, production, and operations teams.
• Educate clients on manufacturing capabilities, material options, and design trade‑offs, aligning expectations with operational realities.
• Document all clarifications and decisions in our CRM to create a single source of truth for the entire project lifecycle.
• Maintain a knowledge base of common client queries and best‑practice responses to streamline future interactions.

Production & Internal Coordination

• Collaborate closely with CAD designers, production specialists, and operations managers throughout the manufacturing lifecycle.
• Support CAD preparation by ensuring customer requirements are accurately captured and ready for production.
• Assist with quote preparation and pricing coordination, maintaining a high level of accuracy and transparency.
• Track order progress from design through manufacturing to final delivery, proactively addressing any bottlenecks.
• Verify that all required materials—such as stones, specifications, and approvals—are secured before production commences.
• Escalate production or technical issues to the appropriate stakeholders when necessary.
• Coordinate cross‑functional handoffs to keep projects moving smoothly and on schedule.
• Participate in weekly production stand‑ups to provide real‑time updates and identify risk mitigation strategies.

Customer Follow‑Ups & Workflow Management

• Follow up on pending approvals, missing customer inputs, or stalled orders to keep projects on track.
• Maintain meticulous notes, communication logs, and order updates in internal systems.
• Ensure continuous progress across every stage of production, from concept to delivery.
• Identify opportunities to improve internal workflows and customer processes, leveraging technology or automation where possible.
• Champion continuous improvement initiatives that enhance organization, efficiency, and the overall customer experience.
• Conduct post‑project reviews with clients to capture lessons learned and identify upsell or renewal opportunities.
• Collaborate with the product team to relay client feedback that informs future platform enhancements.

Essential Qualifications

• Exceptional written and spoken English, with a neutral, easy‑to‑understand accent suitable for U.S. customers.
• Strong listening skills and the ability to ask thoughtful follow‑up questions.
• Minimum of 2 years of experience in Customer Success, Account Management, Client Services, Operations, or a similar customer‑facing role.
• Proven track record of managing multiple customer requests under tight deadlines.
• Highly organized with meticulous attention to detail.
• Tech‑savvy and quick to learn new systems and software.
• Strong problem‑solving skills with a proactive, ownership mindset.
• Demonstrated ability to improve workflows, solve problems independently, and take initiative beyond assigned responsibilities.
• Comfortable working U.S. business hours to align with client schedules.

Preferred Qualifications

• Experience in jewelry, diamonds, gemstones, luxury products, or custom manufacturing environments.
• Hands‑on experience with custom or bespoke jewelry manufacturing.
• Familiarity with CAD preparation, CAD coordination, jewelry production workflows, quote preparation, or pricing coordination.
• Ability to balance customer service responsibilities with operational or production support.
• Experience 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 brighthush or similar jewelry or diamond technology companies is highly preferred.

Ideal Candidate Profile

• Friendly, empathetic, and professional communicator who thrives on building lasting relationships.
• Curious and comfortable asking clarifying questions before making assumptions.
• Strong analytical thinking and unwavering attention to detail.
• Calm and confident when managing customer conversations, even under pressure.
• Skilled at balancing customer expectations with operational constraints.
• Capable of managing multiple customer projects simultaneously while maintaining accuracy.
• Thrives in fast‑paced environments with time‑sensitive production schedules.
• Comfortable handling both customer‑facing responsibilities and operational work such as pricing, CAD coordination, and production tracking.
• Demonstrates initiative by improving processes, building systems, or finding more efficient ways of working.
• Strong ownership and accountability—naturally takes responsibility for ensuring customer orders move forward.
• Excited to learn new technology and comfortable working with AI‑enabled platforms and modern software.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Excellent communication and presentation skills, both written and verbal.
• Project management proficiency, including task prioritization and deadline management.
• Analytical skills to interpret data, identify trends, and recommend improvements.
• Technical aptitude for quickly mastering new tools such as CRM, project management, and design software.
• Adaptability to thrive in a remote, cross‑functional environment.
• Collaboration and teamwork, working seamlessly with design, production, and operations teams.
• Strategic thinking to align client goals with business objectives.
• Proficiency in using data dashboards to track key performance indicators.
• Experience with workflow automation tools (e.g., Zapier, Integromat) is a plus.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. You will have access to:

• Mentorship from senior leaders in customer success, product, and operations.
• Regular training on the latest AI tools, design software, and industry best practices.
• Opportunities to lead cross‑functional projects that shape the future of custom jewelry manufacturing.
• Clear career pathways—from Customer Success Associate to Senior Manager, and beyond to Director or VP roles.
• Participation in industry conferences, webinars, and networking events.
• Access to a curated library of learning resources, including courses on jewelry design, supply chain management, and AI integration.
• Annual performance reviews that include personalized development plans and skill‑gap assessments.
• Potential for international travel to client sites or partner factories for hands‑on experience.

Work Environment & Company Culture

brighthush is a fully remote, inclusive, and collaborative workplace. We value:

• Transparency and open communication across all levels.
• Work‑life balance, with flexible scheduling that respects personal commitments.
• Continuous learning and knowledge sharing through internal Slack channels, knowledge bases, and lunch‑and‑learn sessions.
• A culture that celebrates diversity, equity, and inclusion.
• Regular virtual team events, hackathons, and community outreach initiatives.
• Recognition programs that celebrate individual and team achievements.
• Access to a global network of peers and industry experts.
• An environment that encourages experimentation, rapid iteration, and data‑driven decision making.

Compensation, Perks, and Benefits

While specific compensation details are tailored to experience and role responsibilities, brighthush offers a competitive salary package that includes:

• Base salary with performance‑based bonuses.
• Health, dental, and vision insurance for U.S. employees.
• Generous paid time off and flexible vacation policies.
• 401(k) matching for U.S. employees.
• Professional development stipend and access to industry‑leading training resources.
• Equity options for eligible employees.
• Remote work stipend to support home office setup.
• Annual wellness stipend to encourage healthy habits.
• Access to a global network of mentors and industry leaders.
• Annual company retreat (virtual or in‑person) to foster team bonding.

Ready to Join brighthush?

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced, tech‑driven environment, and want to make a tangible impact on the custom jewelry industry, we want to hear from you. Bring your expertise, curiosity, and drive to brighthush, and help us shape the future of personalized jewelry.

Apply today and become a key player in a company that values innovation, collaboration, and customer success.