Customer Success Associate

Custom Ink is so much more than a t-shirt company. We’re a team of creative individuals who empower our customers to create the perfect custom apparel for their groups through an innovative and easy-to-use website and at multiple store locations throughout the country. We are also committed to community, empathy, diversity, and equity. Our end goal is for all Inkers to feel a deep sense of belonging.

We are always looking for great people to join our team, and with locations and stores opening across the country, there are new opportunities all the time. Headquartered in Fairfax, Virginia with offices in Dallas, Texas; and Prague, Czech Republic, with 500+ team members across the world. We have both location-focused and work-from-home jobs.

Overview:

• Workstyle: This is a remote position; however, to be eligible for hire, candidates must reside in a state where Custom Ink is registered to do business as an employer. Eligible states currently include:

  • AZ, CA, CO, CT, DE, DC, FL, GA, IL, KY, MA, MD, MI, MO, MS, NC, NH, NJ, NY, OH, PA, SC, TX, UT, VA, VT, WA

• Reports to: Manager, Customer Success

• Travel Expectations:  Minimal travel; will be determined by business needs and may include occasional trips for key meetings, collaboration opportunities, or area-connected events.

• Physical Requirements/Demands This is a primarily sedentary, home-based role that requires the ability to remain in a stationary position for extended periods while working at a computer. The role involves regular use of standard office equipment, such as a computer, keyboard, mouse, and phone/headset. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Application Period Disclosure: We are accepting applications for this role for the next 48 hours. We encourage interested candidates to apply as soon as possible for full consideration.

About Us:

Swag.com is a dynamic e-commerce platform that helps businesses “Shop, Store & Ship” high-quality branded merchandise, swag boxes, and company stores. Now part of Custom Ink, Swag.com strengthens the company’s ability to serve enterprise clients through tech-enabled solutions and streamlined fulfillment. With curated products and a user-friendly experience, Swag.com brings a fresh, efficient approach to the promotional products space—complementing Custom Ink’s mission to help people feel connected through custom gear.

What we’re looking for: 

We’re seeking a motivated, detail-oriented, service-minded Customer Success Associate who is excited to grow their career in a collaborative, customer-focused environment. You’ll be part of a team that thrives in a dynamic environment, taking initiative to deepen customer engagement and ensures our customers achieve their goals with our platform and services. This is a great opportunity for someone early in their SaaS or client-facing journey who enjoys building relationships, and problem solving. Our ideal candidate has:

•  1–3 years of experience in customer success, Account Management, client services, support, or another relationship-based role

• Strong organizational and communication skills and best practices in customer experience

• Proactive mindset with the ability to manage multiple tasks and prioritize effectively

• Comfort working cross-functionally with Sales, Marketing, and Operations teams

• A strong interest to learn about our customers, platform, and the promotional merchandise industry

• Familiarity with CRM is a plus (Salesforce, HubSpot, etc.)

What you’ll do: 

As a Customer Success Associate, you will be responsible for building long-term customer relationships that drive retention, satisfaction, and revenue growth. You’ll work cross-functionally to ensure customers are supported at every stage of their journey. In this role, you will:

• Support onboarding and day-to-day success of a portfolio of customers by coordinating check-ins, answering platform questions, and assisting with campaign setup or troubleshooting

• Act as a liaison between customers and internal teams to ensure smooth execution of customer programs

• Manage a diverse book of business across industries, driving customer engagement and health

• Collaborate with internal partners (e.g., Operations, Product, Sales, and Marketing) to deliver outstanding customer experiences

• Track and maintain accurate customer activity, documentation, and status updates in CRM and customer success systems

• Assist in monitoring customer health and proactively flagging issues or opportunities to team leadership

• Contribute to improvements in processes, documentation, and knowledge-sharing to support customer outcomes and internal efficiency

• Participate in team initiatives, training, and ongoing development to deepen customer and product knowledge

How you’ll be measured: 

• Customer satisfaction and responsiveness-customer metrics such as NPS

• Account expansion and revenue growth

• Timely execution of assigned tasks related to onboarding, renewal, and support

• Engagement in team activities and continuous improvement initiatives

• Collaboration and support effectiveness as rated by peers and managers

How you’ll make a difference: 

As a Customer Success Associate at Swag.com, you’ll be a critical link in delivering meaningful and supportive experiences to our customers. Your focus on responsiveness, organization, and teamwork will help ensure customers see value in their partnership with Custom Ink. You’ll play an essential role in building trust and laying the foundation for long-term success and retention—while developing your own career within the Customer Success team.

Compensation: 

Custom Ink is committed to pay transparency and providing fair, equitable compensation in line with market standards and role expectations.

• For this salaried, exempt position, the pay range is $53,000-$66,000 plus a performance bonus targeted at approximately 10% of base salary, based on individual performance and business outcomes. Placements within these ranges are determined by a variety of factors, including but not limited to: knowledge, skills, years & depth of experience, and equity with internal team members.

The perks! 

• Generous Paid Time Off: Recharge with flexible paid time off policies and major paid holidays. 

• Comprehensive Health Coverage: Complete Medical, Dental, and Vision coverage at a low cost through a PPO or HDHP plan to support your and your family’s well-being. 

• Employee Wellness: Access to virtual medical consultations through MDLIVE, and mental health services through some of our preferred partners. 

• Family-Friendly Benefits: Up to 14 weeks of fully paid parental leave for birthing parents (6 weeks STD + 8 weeks of parental leave) and 8 weeks of fully paid parental leave for non-birthing parents, adoption assistance, pet insurance, caregiver leave, and fertility benefits. 

• Financial Wellness: Build for the future with our 401(k) plan featuring company matching, employer HSA contributions for eligible plans, Life & AD&D insurance, flexible spending account options, and resources to help you manage life’s financial moments. Professional Development: Grow your career with access to training programs, certifications, and tuition assistance.

CustomInk, LLC ("Custom Ink") is an Equal Opportunity Employer. We celebrate diversity in all forms and are committed to maintaining a discrimination-free workplace that treats applicants and employees with dignity and respect. Our employment process is conducted without regard to race, color, religion, nationality or ethnic background, sex, pregnancy, sexual orientation, gender identity or expression, age, disability, protected veteran status, genetic information, or other attributes protected by state, federal, and local law.

Custom Ink's Core Values - Golden Rule, Ownership, and Innovation - are the foundation of who we are. An encompassing value is Trust. We trust our team members 100% and expect trustworthiness and honesty in return. With that, all offers of employment with Custom Ink will be contingent upon the satisfactory completion of a criminal background check. Please note that prior conviction does not automatically rescind an offer of employment. Such a determination is made by Custom Ink on a case-by-case basis and will be made in accordance with applicable local, state, and federal law.

We’re excited for your upcoming interview and want to share CustomInk’s policy on using artificial intelligence (AI) tools during the process.

You may use AI tools (e.g., ChatGPT, GitHub Copilot, OpenAI Codex, Amazon CodeWhisperer, etc.) for assessment or take-home exercises, as long as the work you submit represents your own understanding and abilities.

However, AI tools may not be used during live interviews to generate, draft, suggest, or influence your responses. All interview answers must be your own original work.

If you require assistive technology as a disability accommodation, please notify [email protected] in advance so we can consider appropriate, legally compliant accommodations.

Custom Ink provides accommodation so that qualified disabled applicants may participate in our selection process. To ensure full consideration, please reach out to share details of your reasonable accommodation request related to applying for a specific job opening by emailing our Recruiting Team.

Custom Ink is an E-Verify participant in certain locations as required by law. To learn more about E-Verify, please visit www.dhs.gov/E-Verify.

Custom Ink es participante de E-Verify en ciertas ubicaciones según lo exige la ley. Para obtener más información sobre E-Verify, visite dhs.gov/E-Verify.