Customer Success Manager

Do you thrive on driving customer impact and building long-term relationships? Are you excited to guide product teams to success with a powerful, purpose-built platform?

About Craft.io

Craft.io is a revolutionary SaaS platform empowering Product Managers. Manage your entire product lifecycle in one place, ditching the juggle between Jira, spreadsheets, and documents. Craft.io centralizes product strategy, prioritizes features, writes specs, plans work, builds roadmaps, collects feedback, and tracks development progress. We empower thousands of product managers around the world with companies like Kimberly Clark, Kingfisher and Estée Lauder to build exceptional products. Our passionate team is backed by a solid product, strong leadership, and a well-funded future.

About the Role

As a Customer Success Manager, you'll take full ownership of the post-sale relationship, working with customers to drive onboarding, adoption, and strategic value. You'll serve as a consultative partner, helping customers solve problems, define success metrics, and scale their use of Craft.io to meet their product goals. This is an exclusively Enterprise, high-touch book of business, and you'll be the first line of technical support for your accounts before issues are escalated to the backend team, so platform depth matters as much as relationship skill.

We're looking for someone who enjoys simplifying complex use cases, can listen, advise, challenge assumptions, and be a trusted partner for product leaders.

Responsibilities:

1. Master the Craft.io platform - Develop deep technical and functional expertise in the platform. Your ability to guide customers effectively depends on your confidence in navigating features, configurations, and use cases. You'll be expected to demo the platform fluently, troubleshoot issues as the first point of contact for your accounts before escalating to the backend team, and translate customer needs into practical platform solutions.

2. Own the customer lifecycle - From onboarding to expansion, manage a portfolio of accounts and ensure value realization throughout the customer journey.

3. Drive adoption and engagement - Understand customer goals and usage patterns to guide them toward best practices and increased adoption.

4. Be a strategic advisor - Connect product management challenges to platform capabilities, and coach customers on how to streamline their processes using Craft.io.

5. Facilitate onboarding - Lead onboarding sessions and hands-on workshops to get new teams up and running smoothly.

6. Identify growth opportunities - Surface account expansion opportunities by aligning Craft.io's value with evolving customer needs.

7. Support the in-app ticketing queue - Join the CS team's shared rotation as first-line support for incoming platform tickets, alongside your own book of business.

8. Act as customer voice - Advocate internally for product enhancements, report usage trends, and collaborate with product and support teams to improve the customer experience.

9. Contribute to the knowledge base - Assist in creating and maintaining comprehensive customer-facing documentation and resources.

We Offer:

• Join a winning team: Be part of a passionate and innovative team that's shaping the future of product management.

• Make a real impact: Contribute to the success of our customers and help them achieve their goals.

• Grow your career: Enjoy opportunities for professional development and advancement in a fast-paced environment.

• Be part of a thriving culture: Experience a fun, collaborative, and supportive work environment where your ideas are valued.

• Competitive compensation: Receive a competitive salary and benefits package that rewards your hard work and contributions.

Ready to join the Craft.io revolution?

Apply today and tell us why you're the perfect fit!

• Proven customer success experience: 2-3 years of experience in customer success, account management, or a related field.

• SaaS expertise: Prior experience working in a SaaS company is required.

• Enterprise relationship building: Experience in maintaining and growing relationships with senior employees at large enterprises is a plus.

• Technical proficiency: Demonstrated ability to independently troubleshoot platform-level issues and operate as first-line technical support, not just relationship management.

• AI-driven workflow proficiency: Comfortable using AI tools to work more efficiently in your own role (research, prep, troubleshooting) is a plus.

• Communication and presentation skills: Excellent communication and presentation skills, with a focus on training, coaching, and engaging in productive discussions.

• Results-oriented mindset: A positive, self-starter attitude with a relentless drive to exceed expectations and go the extra mile for customers.

• Language proficiency: Fluency in English at a native or near-native level is essential.

• US work hours: A willingness to accommodate US business hours is a prerequisite.

• US market experience: Experience working with US-based clients is a plus.

• Product management knowledge: A strong understanding of product management principles and best practices is a significant advantage.