Founding Customer Success Manager

Craft; New York (NY); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Equity

Medical/Dental/Vision

Unlimited PTO

Job summary

Craft, the AI Sales & CX Platform for the home improvement sector, is seeking a Customer Success/Account Manager to own a book of enterprise accounts in New York. You will onboard customers, drive renewals, upsells, and expansion, and travel to client sites to strengthen relationships with operators.

You will also craft onboarding flows, health scoring, and quarterly business review Cadences. You will partner with Sales to close expansion opportunities and relay customer insights to product and

Qualifications

• 2–4 years in customer success, account management, or revenue-oriented role.
• Commercial instincts: measure accounts by expansion and net revenue retention (NRR).
• Builder mentality: create processes from zero, not inherit them.
• Travel readiness: comfortable with ~25% travel to meet customers where they are.

Responsibilities

• Onboard new enterprise customers and drive them to measurable outcomes.
• Own renewals, upsells, and expansion across your book of business.
• Travel on-site to customer offices, job sites, and trade shows; build relationships with operators.
• Build the CS playbook from scratch: onboarding flows, health scoring, QBR cadences.
• Collaborate with sales to identify and close expansion opportunities.
• Feed customer insights directly to the product and engineering team.

Skills

Customer success

Account management

Revenue orientation

Travel readiness

Job description

About The Role

Craft is the AI Sales & CX Platform for the trillion-dollar home improvement industry. We analyze every customer interaction and build AI agents that book appointments, close deals, and recover revenue for the largest enterprises in the space.

This is a revenue role. You own a book of enterprise accounts and are compensated on retention and expansion. You're part relationship builder, part commercial operator, and you treat your territory like a business to grow.

You Will

• Onboard new enterprise customers and drive them to measurable outcomes
• Own renewals, upsells, and expansion across your book of business
• Travel on-site to customer offices, job sites, and trade shows: build real relationships with the operators running these businesses
• Build the CS playbook from scratch: onboarding flows, health scoring, QBR cadences
• Collaborate with sales to identify and close expansion opportunities
• Feed customer insights directly to the product and engineering team

You Have

• 2–4 years in customer success, account management, or a revenue-oriented role
• Commercial instincts: you measure the account on expansion and NRR, with satisfaction scores as an input
• Builder mentality: you create processes from zero, not inherit them
• Comfortable with ~25% travel to meet customers where they are

Nice to Have

• Background in home improvement, trades, or field service management
• Early-stage startup experience

Compensation

$100,000–$130,000 base + commission (OTE $150K–$200K+)

• meaningful equity
• full medical, dental, vision
• unlimited PTO