Customer Success Manager

Note to Candidates:
We meticulously craft our job descriptions to clearly define the skills necessary for success and the expected performance level of the role, resulting in detailed content. Our goal is to ensure the description accurately reflects the job you will perform. We value your input and look forward to hearing what you think about the format in the interview process.
This is a hybrid role (three days per week at our HQ in Chicago, IL) and will report directly to the VP of Client Experience.
Who We Are
Crafty elevates workplace food and beverage programs with enhanced services managed in one innovative, centralized platform. Founded in 2015, our mission is to help companies craft better workplaces. From DraftKings to Robinhood to Zillow, we work with the world's biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages food and beverage programs across 300+ offices, serving more than 300,000 employees per month.
Our commitment to crafting better workplaces starts from within. We are a team of passionate, resourceful, and hard-working trailblazers who love what we do. Our expertise spans technology, food and beverage operations, client success, fulfillment and more. At Crafty, our people are our greatest asset, because it's our people who foster a culture that makes our company a place worth being part of. And of course, the snacks are the cherry on top!
The Role:
Crafty is seeking an established Client Success Manager to own client relationships with a diverse book of business. Your main areas of responsibility will be client satisfaction, retention, and growth.
This role prioritizes client satisfaction through proactive engagement and a client-centric mindset. The ideal candidate will demonstrate strong communication skills to build trust, resourcefulness in navigating complex accounts, and advanced organizational abilities for managing multiple clients efficiently. A strategic outlook ensures alignment with client's business goals, driving growth and retention. Additionally, a positive attitude and a passion for continuous improvement enhance the ability to deliver a seamless client experience. If you are a self-starter who finds satisfaction in making clients happy and navigating complexity with ease, we want to hear from you!
Required Attributes
ACCOUNT MANAGEMENT:

• Client-Centric Approach: You achieve high customer satisfaction (CSAT) and drive revenue growth through a commitment to world-class service. You prioritize client satisfaction and build strong relationships across multiple accounts by understanding their needs and providing tailored support.
• Engagement: You assist in developing plans to address client pain points and help evolve client programs across locations.
• Proactive Service Delivery: You deliver excellent client service through proactive communication, timely responses to requests, and effective collaboration with local teams. You possess a capability to manage 25 - 35 accounts effectively, achieving high customer satisfaction (CSAT) and driving annual revenue growth of $500k.
• Strategic Alignment: You're skilled in aligning with client business strategies and goals, and creating a customer success journey to meet desired outcomes.

PROGRAM MANAGEMENT:

• Program Oversight: You manage programs from start to finish, ensuring they meet client needs and expectations.
• Team Collaboration: You facilitate teamwork across functions to support the development and delivery of services for clients.
• Clear Communication: You leverage your expertise to communicate effectively with clients, providing tailored recommendations and guidance on program status while promptly addressing their needs to ensure a seamless client experience.

CLIENT RETENTION & GROWTH:

• Business Reviews: You assist in conducting regular reviews with clients to evaluate their programs and ensure a seamless experience.
• Relationship Management: You support the onboarding of new clients and work to identify growth opportunities within existing accounts.

EFFECTIVE COMMUNICATION:

• Proactive Communications: You get in front of messaging to ensure the client is clear on what's happening, why and when, especially when challenges arise.
• Active Listening: You excel in listening and understanding clients' needs to foster strong connections.
• Clear Messaging: You can convey important information effectively, both in writing and during meetings.

ADAPTABLE:

• Resourcefulness: You maintain a positive attitude and adjust your focus as circumstances change, embodying a resourceful and hardworking approach.

PROBLEM SOLVER:

• Strategic Problem-Solving: You identify potential issues early and address them proactively, maintaining a positive outlook even in challenging situations.

P&L MANAGEMENT:

• You own and optimize client-level P&L for your specific book of business
• You effectively manage client budgets by proactively communicating with clients to accurately forecast consumption and adjust budgets accordingly
• You accurately execute monthly billing and invoicing in coordination with local teams

Ideal Experience

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

Don't meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal - that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.
Expected Results:

• Goal #1: Retain 99% client revenue month over month by effectively managing client budgets and aligning services with their needs.
• • Progress will be tracked through monthly reviews of revenue and churn metrics.
• Goal #2: Achieve 20% incremental growth in your client portfolio annually.
• • Analyzing client order data to identify at least three growth opportunities per quarter and collaborating with the Sales team to expand existing accounts. Progress will be reviewed monthly and assessed quarterly.
• Goal 3: Maintain an average Customer Satisfaction (CSAT) score of 4 or higher on Client Feedback surveys month over month, implementing at least two actionable improvements based on client feedback each quarter.
• • CSAT scores will be reviewed monthly to ensure targets are met.

What we offer:
Our people mean everything to us. When you join Crafty, you're joining a team of passionate, smart hooligans who work incredibly hard and to get things done.
We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events!
Our compensation amount for this role is targeted at $75,000 - $85,000 per year in Chicago, IL. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above.
Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes.
Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.