Customer Success Manager

$75,000 - $85,000/Yr

Crafty - Chicago, IL

Full-time - Mid Level

Hybrid - Chicago, IL

Food and Beverage Retailers

About the position

The Customer Success Manager at Crafty is responsible for managing client relationships, ensuring client satisfaction, retention, and growth. This hybrid role requires proactive engagement with clients, a client-centric mindset, and strong communication skills to build trust and navigate complex accounts. The ideal candidate will manage a diverse book of business, aligning services with client goals and driving revenue growth.

Responsibilities

• Own client relationships with a diverse book of business.
• Ensure client satisfaction, retention, and growth through proactive engagement.
• Manage 25 - 35 accounts effectively, achieving high customer satisfaction (CSAT).
• Conduct regular business reviews with clients to evaluate their programs.
• Support the onboarding of new clients and identify growth opportunities within existing accounts.
• Communicate effectively with clients, providing tailored recommendations and guidance on program status.
• Facilitate teamwork across functions to support the development and delivery of services for clients.
• Own and optimize client-level P&L for specific accounts.

Requirements

• 3+ years in a Client Experience and/or Account Management role.
• Experience working cross-functionally in the Food & Beverage industry.
• Ability to work within Google Suite, Project management platforms (Notion, etc.), and Customer Relationship Management platforms (HubSpot, Zoho, Salesforce, etc.).
• Proficient in Microsoft Suite (Excel & Word).

Nice-to-haves

• Experience in relationship management.
• Strong organizational abilities for managing multiple clients efficiently.
• A strategic outlook to align with client's business goals.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance