Senior Customer Success Manager

Do you thrive on building strong relationships and ensuring customers achieve their goals?

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, and Estee 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 Senior CSM, you'll be a champion for our customers' success. You'll forge strong relationships with Enterprise clients, ensuring they unlock the full potential of Craft.io.

Responsibilities:

1. Provide exceptional customer service and support: Deliver top-tier support, resolving all customer issues promptly and effectively. Exceed expectations by anticipating needs and providing proactive solutions.
2. Own customer relationships end-to-end: Take ownership of customer relationships, acting as the primary point of contact and driving successful outcomes. Collaborate with internal teams to address customer needs, ensure satisfaction, and foster long-term loyalty.
3. Onboard and empower champions: Welcome new customers and guide them through a seamless onboarding process. Train them to master Craft.io and customize it to their unique needs. For existing customers, become their trusted advisor, coaching them on ongoing use and finding new ways to boost engagement and adoption.
4. Platform Expertise: Maintain a deep understanding of Craft.io's technical architecture, features, and functionalities to provide accurate and informative guidance to customers.
5. Drive growth and advocacy: Collaborate with the Sales team to secure renewals and proactively identify opportunities for expansion. Conduct regular business reviews (EBRs/QBRs), analyzing performance and crafting future roadmaps for customer success. Be the voice of the customer within Craft.io, advocating for their needs and working with all teams (dev, product, sales) on projects that enhance scalability and quality.
6. Cultivate a thriving knowledge base: Continuously improve and refine our knowledge base, including help center articles, tutorial videos, and engaging webinars. Ensure customers have the resources they need to succeed.

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.

Requirements:

• Proven customer success experience: 5+ years as a Customer Success Manager, demonstrating a track record of success in building strong relationships and driving customer satisfaction.
• SaaS expertise: Prior experience working in a SAAS company, showcasing a deep understanding of the SaaS landscape and customer dynamics.
• Enterprise relationship building: A proven ability to establish and nurture relationships with senior executives at large enterprises, demonstrating strong interpersonal and communication skills.
• Technical proficiency: Tech-savvy with excellent analytical and troubleshooting skills, enabling you to address customer challenges and provide solutions effectively.
• Communication and presentation skills: A compelling communicator able to train, coach, and engage in productive discussions with executives.
• 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 market experience: Proven experience working with US-based clients is a must.
• US work hours: A willingness to accommodate US business hours is a prerequisite.
• Product management knowledge: A strong understanding of product management principles and best practices is a significant advantage.