Founding Customer Success Manager: Enterprise Growth

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

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