Customer Success Manager

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Fresh Prints

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Retail • eCommerce • B2C

Fresh Prints is a company specializing in custom collegiate merchandise. They offer a wide range of apparel including hoodies, shirts, sweaters, and sweatpants, catering primarily to college students and organizations such as fraternities and sororities. Customers can customize their garments using Fresh Prints' design tool and upload their own inspirations for a personalized touch. The company operates online and is based out of New York City. They are actively engaged with their community through social media and an interactive blog, and they provide opportunities for students to become campus managers, enhancing their presence in the collegiate community.

11 - 50 employees

Founded 2013

🛒 Retail

🛍️ eCommerce

👥 B2C

📋 Description

• Own the end-to-end post-sales customer lifecycle for a book of business (proactive and reactive), ensuring customer satisfaction across onboarding, EBRs, and renewals. • Build strong relationships with key stakeholders and act as a trusted advisor to understand customer goals and workflows. • Lead onboarding for new customers, including platform configuration, user setup, data access, integrations, and training. • Contribute to scalable onboarding playbooks and repeatable processes by documenting learnings, improving workflows, and scale processes. • Monitor adoption and health metrics — and risk using usage data; turn insights into clear action plans that improve outcomes and prevent churn. • Run regular business reviews to demonstrate value, gather feedback, and identify opportunities. • Drive retention and renewals, including aligning on pricing/terms and negotiating contracts. • Identify expansion opportunities throughout the relationship and guide customers to the right plan/features with a clear ROI story. • Use strong negotiation skills to drive account growth through expansion conversations during EBRs and renewals. • Serve as the voice of the customer, providing structured feedback and logistics expertise to help Product prioritize improvements that elevate the customer experience. • Develop deep logistics and supply chain expertise to translate operational needs into practical solutions and customer guidance.

🎯 Requirements

• 3–6+ years in Customer Success, Operations, Account Management or Logistics account management • Experience working in startups or high-growth environments • Logistics, freight forwarding, supply chain or SaaS execution background • Proven track record of owning relationships, driving adoption, expansion, retention and improving customer outcomes • Excellent written, verbal and presentation skills; follow-through, and ability to manage cross-functional initiatives • Highly proactive — comfortable solving problems when processes are evolving or undefined. • Experience building SOPs/playbooks • Understanding of container tracking, supply chain visibility, port/terminal workflows, or TMS visibility tools • Experience managing mid-market or enterprise accounts • Experience in logistics or supply chain.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development