Customer Success Manager

Overview

DCG ONE is one of the largest privately held marketing service providers in the country. Based in Seattle, with locations in NYC and Maryland, we help companies deliver their brand worldwide through creative, print, and fulfillment services.

About The Role The Customer Success Manager is responsible for building and sustaining client relationships with assigned clients and/or programs by ensuring successful adoption, utilization, and ongoing satisfaction with DCG ONE’s products and services. Serving as the primary point of contact for clients and fulfillment services, this role partners closely with interdepartmental teams and balances relationship management with effective problem resolution in a fast-paced production and services environment.

If you enjoy building relationships, solving problems, and helping clients succeed, we encourage you to apply!

• Paid Time Off
• Medical, Dental, Vision
• Life/AD&D Insurance
• 401(k) with matching
• Accident Insurance
• FSA, HSA
• 9 Paid Holidays
• Monthly Cookie Days!

• Serve as the primary point of contact for assigned clients and manage programs involving fulfillment services following onboarding and implementation.
• Build and maintain trusted relationships with client stakeholders.
• Proactively identify risks to client satisfaction and retention, service improvement, and process optimization. Partners with interdepartmental teams and/or leadership to develop and execute mitigation plans.
• Maintain accurate client records, communications, and activity tracking in CRM and internal systems.
• Prepare reports, summaries, and insights, including but not limited to client performance, satisfaction, and product inventories.
• Act as the internal advocate and liaison for the customer, coordinating across production, prepress, data, fulfillment, receiving, technology, and creative teams to manage client requests related to database(s), reporting, order fulfillment, and inventory management.
• Ensure that the DCG ONE’s systems are accurately and efficiently utilized and appropriate to each client, and enter and update the item master.
• Conduct regular monitoring of order and inventory metrics to ensure that DCG ONE is meeting or exceeding client expectations and contracted service level agreements, and identify changing trends and requirements in the client’s business activity.
• Monitor client usage, service trends, and operational indicators to ensure alignment with expectations and contractual or service-level agreements.
• Regularly monitors clients’ online ordering portals to ensure accurate product descriptions, pricing, images, and functionality are current.
• Work with Application Support teams to coordinate, implement, and troubleshoot all aspects of the client’s DCG ONE-hosted technology solutions.
• Work with carriers and other vendors as needed to resolve order, shipping, or customs issues, and coordinate call tags and support other client initiatives.
• Partner with Sales and Account Management to support expansions and/or upsell opportunities, as appropriate.
• Capture all program costs and translate this information to accounting, including fulfillment and assembly activity, program management time, and carrier freight charges for monthly billing.
• Participate in internal planning meetings, contribute to interdepartmental teams, and assist with cross-coverage support within the Customer Success team.
• Document and share best practices, learning and development, and updates to strengthen overall team knowledge and delivery consistency.
• Perform general office duties, including answering the phone and participating in general facility maintenance, as needed.
• Comply with DCG ONE’s environmental policies and tasks.

• A minimum of two (2) years of experience in customer success, account management, client services, program coordination, fulfillment support, or related role.
• Demonstrated ability to manage multiple client relationships, tasks, and/or programs simultaneously in a deadline-driven environment.
• Strong communication, problem-solving, and stakeholder management skills.
• Experience working cross-functionally with operational, technical, and/or production teams.
• Profic…