We are seeking a highly consultative, organized, and detail-oriented Customer Success Manager to join our gemstone and custom jewelry business. In this role, you will act as the primary point of contact for b2b clients, designers, and retail partners. You will guide clients through the entire gemstone selection, custom design, and manufacturing lifecycle—ensuring smooth execution from initial concept and sourcing to final delivery.This role combines expert account management, high-touch relationship building, and operational coordination.

It is ideal for someone who can navigate technical gemstone specifications while delivering a luxury customer experience.

Key Responsibilities

- Client Account Management: Serve as the main liaison for assigned key accounts and custom design clients. Manage communications across email, phone, and messaging apps to build trusted, long-term relationships.
- Requirement Gathering & Consultation: Work closely with clients to clarify gemstone requirements (e.g., stone type, cut, carat weight, color, clarity, and origin) and custom setting designs.
- Cross-Functional Production Coordination: Translate customer inputs into clear, actionable instructions for our internal sourcing, CAD design, gemology, and lapidary/production teams.
- Timeline & Workflow Management: Track order progress proactively. Manage production timelines, follow up on pending client approvals, and resolve bottlenecks to ensure on-time delivery.
- Pricing & Feasibility Guidance: Advise clients on design feasibility, gemstone constraints, material selection, and pricing considerations to align with their budget and expectations.
- Retention & Value Creation: Monitor customer satisfaction, proactively resolve complaints, and identify upsell or repeat business opportunities by introducing current gemstone arrivals or expanded service offerings.
- White-Glove Relationship Management: Act as the primary, dedicated point of contact for private clients throughout their design journey. Proactively communicate updates, celebrate milestones, and deliver an exceptional,



stress-free luxury experience.

Required Qualifications & Skills

- Experience: 3+ years in a high-end B2C customer success, luxury retail sales, or hospitality role (fine jewelry, bridal, or high-net-worth account management experience is heavily preferred).
- Emotional Intelligence: Superior active listening and empathy. Ability to handle high-stakes, emotionally charged purchases (like engagement rings or memorial pieces) with grace and patience.
- Gemstone Literacy: Solid foundational knowledge of gemstones and jewelry settings. Ability to explain technical gemological concepts in a simple, romanticized, and non-technical language.
- Impeccable Communication: Flawless written and verbal communication. Ability to present concepts beautifully via email, text, phone, or video consultations.
- Project Management Skills: Highly organized with a proven track record of managing dozens of individual, detailed custom orders simultaneously without missing a detail.
- Educational Consultation: Guide end-consumers through the gemstone selection process. Educate them on gemology basics (the 4 Cs, origin, and durability) to help them make confident, informed emotional investments.
- Bespoke Design Coordination: Partner with clients to discover their aesthetic preferences. Translate their ideas into precise creative briefs for our internal CAD designers, gemologists, and bench jewelers.
- Production Pipeline Tracking: Oversee the structural timeline of each custom piece. Coordinate closely with production teams to ensure manufacturing stays on schedule and meets strict quality standards.
- Expectation & Scope Management: Gently guide clients through design revisions, budget alignment, and realistic timeline expectations without compromising their excitement or trust.
- Post-Sale Advocacy & Retention: Conduct post-delivery follow-ups to ensure complete satisfaction. Manage reviews, referrals, and long-term client gifting timelines to drive lifetime repeat business.

Pay: ₹35,000.00 - ₹55,000.00 per month

Benefits

- Health insurance
- Provident Fund

Work Location: Hybrid remote in Jaipur, Rajasthan

📌 Customer Success Manager (Jaipur)
🏢 House Of Edtech
📍 Jaipur