Senior Customer Success Manager

Job description

About Craft.io
Craft.io is revolutionizing the product management world with the it’s end-to-end platform for Product Management. With Craft.io you can say goodbye to your tools mess of Jira, Spreadsheet, presentations and documents and enjoy a single place where you create your product strategy and roadmaps, collect and analyze valuable customer feedback, prioritize features and tasks, write specs and monitor the work of the development teams. With thousands of product managers from companies like SAP, Kimberly-Clark, Danone, Imimobile, Technisys and many more using Craft.io, we pride ourselves in providing them the tools they need so they can become better at what they love doing–building and shipping great products. At Craft.io we work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving, passionate about our product, and live to consistently impress our customers. Our work environment is dynamic, innovative and fun, backed by a solid product, strong leadership, and a well-funded future

About the role

Craft.io is looking for a Senior Customer Success Manager with a proven track record of success in SaaS software customer facing work, and a passion for customers!

A self-starter, entrepreneurial, highly intelligent, focused and well-organized individual, who wants to join a growing startup and grow with it.

The ideal candidate will join our growing team bringing with them a strong background in working with Enterprise and Mid-Market companies and will help our clients be successful using our platform. He/She will understand the product management discipline well and will support product teams within software companies to improve their product management processes through leveraging Craft.io’s platform.


What you will actually do: 

  • Work very closely with our top customers to make sure that they gain the most value from our product.

  • Provide high-quality customer service and support.

  • Be our customers’ focal point for any non-commercial related matter and own the outcome until fulfillment according to the customer's needs.

  • Onboard new customers and teach them how to successfully use the platform and customize it to their needs.

  • Train and coach existing customers to a successful and ongoing usage of our platform.

  • Constantly improve and upgrade the Knowledge base of the company - incl. Help center articles, Tutorial videos, Webinars etc.

  • Partner with sales on accounts planning and proactively identify opportunities for expansion.

  • Conduct periodical business reviews (QBRs) for customers, including performance analysis and future roadmap.

  • Advocate internally for customer needs – be the voice of the customer within Craft.io.

  • Work with dev, product , sales and other internal teams to define projects that will increase scalability and quality.

Job requirements

  • 5+ years of experience as a Customer Success Manager.

  • 3+ years experience in maintaining and growing relationships with senior employees at large enterprises

  • Tech savvy with good analytical and troubleshooting skills

  • Excellent communication and presentation skills: training, coaching, discussion with executives.

  • Positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations

  • Native English or at mother tongue level -Must

  • Understanding/working knowledge of Product Management - a big plus