Account Manager / Customer Success Manager (Jewelry Industry)

Frontier is a subsidiary of Fresh Prints. Fresh Prints is a New York-based, fast-growing, fully remote, 380-person company that has most of our team in India and the Philippines. A few years ago, Fresh Prints started helping other fast-growing companies build their teams. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier.

Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them in the best companies. We have placed over 800 hires across 50 different US-based startups and high-growth companies. 

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 through the custom jewelry design and manufacturing process.

This is a highly consultative, customer-facing role. You will act as the primary point of contact for clients, helping them clarify requirements, resolve uncertainties, coordinate with internal production teams, and ensure smooth execution from design to delivery.

The ideal candidate is highly organized, tech-savvy, and an exceptional English communicator, with a strong ability to manage complex, high-value customer workflows.

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 details
• Ask clarifying questions to refine design and production requirements
• Translate customer needs into clear, actionable internal instructions
• Help customers understand pricing, material, and design trade-offs

Production & Internal Coordination

• Coordinate with CAD, production, and operations teams
• Track order progress from design to manufacturing to delivery
• Ensure all required materials (e.g., stones, specifications) are received
• Escalate production or technical issues when needed

Customer Follow-ups & Workflow Management

• Follow up on pending approvals, missing inputs, or stalled orders
• Maintain accurate notes and updates in internal systems
• Ensure smooth progression of orders through the pipeline
• Support continuous improvement of internal workflows

Required Qualifications

• Excellent written and spoken English
• Strong comprehension and ability to communicate clearly with US customers
• 2+ years of experience in customer success, account management, or operations
• Highly organized and detail-oriented
• Tech-savvy and quick to learn new systems
• Strong problem-solving and ownership mindset
• Comfortable working US business hours

Preferred Qualifications

• Experience in jewelry, diamonds, gemstones, or luxury products, ideally within manufacturing or production environments
• Experience with custom product or production-based businesses
• Prior exposure to SaaS platforms, marketplaces, or high-touch B2B customers
• Experience at companies like Rare Carat, Nivoda, or similar jewelry/diamond-tech companies is highly preferred

Ideal Candidate Profile

• Fast learner with strong analytical thinking
• Strong attention to detail and ability to maintain accuracy in fast-paced environments
• Calm, professional, and confident in customer conversations
• Comfortable working through ambiguity and asking clarifying questions
• Able to balance customer expectations with operational constraints
• Strong sense of ownership and accountability

Work Details

• Preferred Location: India/Philippines
• Work Schedule: US business hours (aligned to customer base)
• Start Date: As soon as possible