Customer Success Manager (Jewelry Industry)

South Africa (Remote) · India · The Philippines · 2+ years experience · Remote · Posted Oct 1, 2026

At a glance

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 to help clarify design requirements, answer questions, and manage timelines.

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
Review customer submissions and identify missing or unclear information
Translate customer requests into clear, actionable instructions for internal teams
Coordinate closely with CAD designers, production, and operations teams throughout the manufacturing process
Track order progress from design through manufacturing and final delivery
Follow up on pending approvals, missing customer inputs, or stalled orders
Maintain accurate notes, customer communications, and order updates in internal systems

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

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