Customer Success Manager (Digital)

Craftable; San Jose, Austin (CA, TX); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Medical, dental, and vision insurance

Unlimited PTO

Retirement plans with 401(k) match

Career growth opportunities

Job summary

A technology solutions company in San Jose, California is seeking a proactive Customer Success Manager. This role focuses on managing relationships with digital clients, ensuring their satisfaction with the software, and identifying upselling opportunities. Candidates should have three years of experience in a related role, ideally in the hospitality industry, along with strong communication skills and proficiency in CRM tools. The company offers competitive salary and benefits, including unlimited PTO and retirement plans.

Qualifications

• 3 years of experience in a client-facing role, preferably at a B2B SaaS company.
• Strong understanding of the hospitality industry is preferred.
• Proven ability to manage a high volume of clients.

Responsibilities

• Serve as an escalated point of contact for SMB clients.
• Leverage data to drive customer engagements.
• Act as a champion for the client internally.

Skills

Customer Success Management

Communication skills

Problem-solving

Interpersonal skills

Organizational skills

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

HubSpot

Gainsight

ChurnZero

Job description

Customer Success Manager (Digital)

About Us: Here at Craftable, we create best-in-class technology for world-renowned bars and restaurants. We were founded back in 2015 in Silicon Valley by tech experts and hospitality industry veterans. Since then, we have brought the best to Texas for a warm southern twist! Our goal is to collaborate with restauranteurs, operators, and accountants to reduce labor costs, increase efficiency, and drive profit for our clients. Our platform is built to accommodate operators from independent restauranteurs to regional and national chains.

Overview

We are seeking a proactive and empathetic Customer Success Manager (CSM) to show value and manage escalated interactions with our long tail / digital clients. As a CSM, you will be a trusted advisor to a high volume of clients, helping them maximize the value of our software and achieve their business goals. Your primary focus will be on driving product adoption, ensuring customer satisfaction, and identifying opportunities for expansion, renewal, and risk mitigation.

Responsibilities

• Client Relationship Management: Serve as an escalated point of contact for a large portfolio of SMB clients.
• Proactive Engagement: Leverage data and digital motions to drive scaled engagements to the customers. This will include campaigns to drive connections with the customers, and using data to help identify customers that are at risk or need additional proactive support.
• Problem-Solving: Act as a champion for the client with the internal Craftable teams, to help ensure their issues are resolved and we have addressed feedback in a timely manner.
• Renewal & Expansion: Proactively manage the renewal process for your clients. Identify opportunities for upselling and cross-selling additional products or services, personally manage organic expansions with the customer and collaborate with the sales team or partnerships as needed for larger expansion opportunities that are identified.
• Advocacy & Feedback: Collect and document customer feedback to help inform our product roadmap. Turn satisfied customers into advocates and references for our company.
• Reporting: Maintain accurate client records in our CRM and other applicable tooling. Provide regular reports on customer health, product usage, and key account metrics.

Qualifications

• 3 years of experience in a Customer Success, Account Management, or a similar client-facing role, preferably at a B2B SaaS company.
• A strong understanding of the hospitality industry (hotels, bars, restaurants etc.) is highly preferred.
• Experience managing a high volume of clients, demonstrating the ability to prioritize and scale customer interactions.
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to build rapport and manage relationships with a diverse range of clients.
• Highly organized, detail-oriented, and able to manage multiple client accounts simultaneously.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
• A proactive, problem-solving mindset with a passion for helping others succeed.
• Bachelor's degree or equivalent experience.

What We Offer:

• Competitive salary
• Competitive benefits package including medical, dental, and vision insurance
• Supplemental national holidays, parental, personal, bereavement, and reproductive loss leave plans etc.
• Unlimited PTO
• Retirement plans with 401(k) match
• Opportunities for career growth and professional development
• Vibrant company culture with frequent team-building events
• A collaborative and supportive work environment that values innovation and inclusivity

Come work with us

Unleashing the craft of hospitality.

We live to unleash the craft of hospitality by transforming the complexity of restaurant operations into seamless experiences. We are passionate about empowering hospitality teams to focus on what they do best—creating magical moments that turn first-time visitors into lifelong guests. We believe that when operational stress disappears, true hospitality flourishes, and that's where memories are made and communities are built.