Digital Customer Success Manager — Unlimited PTO

FNBTech, Inc; Town of Texas (WI); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Unlimited PTO

401(k) match

Career growth

Job summary

Craftable is seeking a highly organized Digital Customer Success Manager to own a large portfolio of digital clients. You will manage a high-traffic inbox, triage requests, and coordinate with internal teams to deliver fast, accurate support at scale.

You will handle onboarding steps, renewals, and escalation with templates and playbooks, maintaining excellent client relationships and data hygiene in HubSpot. A bachelor’s degree or equivalent experience is required.

Qualifications

• 2+ years in high-volume customer support or success roles.
• Ability to prioritize, multitask, and move quickly without sacrificing quality.
• Task-oriented with strong follow-through; nothing falls through the cracks.
• Excellent written communication; clear, friendly responses at scale.
• Experience with CRM (HubSpot favored) and ticketing/inbox tools.
• Comfort with templates/playbooks and defined processes; suggest improvements.
• Passion for delivering exceptional customer experience at speed.
• Hospitality industry experience is a plus but not required.
• Bachelor's degree or equivalent experience.

Responsibilities

• Manage a shared inbox and ticket queue, triage requests by urgency and type.
• Respond to a high volume of inquiries from SMB clients with speed and accuracy.
• Coordinate with internal teams to resolve client concerns.
• Execute scaled engagement campaigns using email, in-app messages, templates.
• Flag at‑risk accounts using health and usage data for escalation.
• Follow playbooks for onboarding, renewals, and support troubleshooting.
• Escalate complex issues with clear documentation to the right teams.
• Identify upsell/cross-sell opportunities and route them to sales.
• Maintain HubSpot records and ensure data quality for reporting.

Skills

Inbox management

High‑volume support

CRM (HubSpot)

Communication

Problem-solving

Templates & playbooks

Education

Bachelor's degree

Tools

HubSpot

Ticketing systems

Job description

Craftable is seeking a highly organized Digital Customer Success Manager to own a large portfolio of digital clients. You will manage a high-traffic inbox, triage requests, and coordinate with internal teams to deliver fast, accurate support at scale.

You will handle onboarding steps, renewals, and escalation with templates and playbooks, maintaining excellent client relationships and data hygiene in HubSpot. A bachelor’s degree or equivalent experience is required.