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About the role:

We’re looking for our first Customer Success hire in the USA to lead Tapstitch’s key account strategy.

As our first US-based Customer Success Manager, you will work directly with the founders to shape Tapstitch’s onboarding process, CRM workflows, email communications, and overall customer success approaches.

You will onboard significant clients, ensuring they fully understand and can use the Tapstitch platform. Once they are onboarded, you'll facilitate their transition to our China-based customer success team, which will support their day-to-day needs.

This role is an opportunity to build a scalable customer success framework and team from the ground up!

We’re searching for an ambitious, motivated, can-do, mission-driven leader. Someone who will seize the opportunity to fast-track their growth and career by taking on an early position in a quickly growing startup with enormous goals.

In this role you will:

• Own the onboarding process for key account customers, ensuring they clearly understand the Tapstitch platform.
• Help optimize customer success systems, including CRM setup, email workflows, and process improvements.
• Leverage your sales experience to generate outbound leads and convert prospects into long‑term clients.
• Collaborate with our China-based team to ensure smooth handoffs for ongoing customer management.
• Work directly with the founders to shape the customer success strategy, influencing tools, workflows, and communication methods.
• Engage with high-profile clients, including growing fashion brands and top influencers.
• Advise customers on best practices, maximizing their success with Tapstitch.
• Act as the voice of the customer, ensuring customer feedback is heard by the relevant teams.
• Travel to China as needed, connecting with our global team.

Who we’re looking for:

• 2+ years of experience in customer success, sales, account management, and onboarding.
• Excellent communicator with the ability to engage high-level clients and internal teams.
• Process-driven and detail-oriented, passionate about optimizing workflows and customer experiences.
• A strategic thinker who enjoys building and refining customer engagement processes based on data and KPIs.
• A self-starter with a huge amount of ownership, ready to take on a role with direct impact and high visibility.
• Ability to build lasting customer relationships and present solutions effectively.

Bonuses:

• Fluent in Mandarin.
• Familiarity with CRM tools, customer engagement workflows, and email marketing platforms.
• Background in early-stage companies with cultures of flexibility and agility

Compensation and benefits:

• Base Salary: $80,000 – $140,000
• Performance-Based Bonus: Up to 20% of base salary
• Health, dental, and vision insurance
• Opportunities for international travel
• High-impact role with direct exposure to leadership

A bit about Tapstitch:

Tapstitch is a VC-backed company redefining the fashion industry by empowering entrepreneurs to launch and scale successful clothing brands. We combine the ease of print-on-demand with an ever-expanding catalog of high-quality, on-trend garments and customization techniques.

Through Tapstitch, anyone can source the hottest premium blanks, customize them, and dropship them directly to their customers from our facilities in China and the United States.

Since launching in March 2024, we’ve grown rapidly, serving over 20,000 brands. Our two co-founders, Trinity Dublin/Stanford GSB and Tsinghua/Yale graduates, have extensive entrepreneurial experience with a strong track record of exceptional high-growth startups.

We serve a range of clients, focusing on fashion brands generating $1M–$10M in revenue to top influencers with millions of followers.

Why Join Tapstitch?

• Be the first Customer Success hire in the USA and shape the department.
• Be an essential player in building out and leading an expanding customer success team.
• Join a fast-growing company with incredible clients and global reach.
• Travel opportunities and exposure to both U.S. and international markets.
• Revolutionize the fashion industry.