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:
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.
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.
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.
Platform Expertise: Maintain a deep understanding of Craft.io's technical architecture, features, and functionalities to provide accurate and informative guidance to customers.
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.
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.
Ready to join the Craft.io revolution?
Apply today and tell us why you're the perfect fit!
