High-Volume Digital Customer Success Manager

FNBTECH INC; Farmers Branch (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Medical, dental, and vision insurance

Unlimited PTO

401(k) match

Career growth opportunities

Team-building events

Inclusive, collaborative culture

Job summary

Craftable is seeking a Digital Customer Success Manager in Texas to manage a large portfolio of digital clients. You will own 1:1 relationships with a handful of accounts while delivering fast, accurate support across hundreds of customers using scripts, templates, and playbooks.

You will triage requests, coordinate cross-team resources, and drive health metrics, renewals, and expansions with a customer-centric approach at scale.

Qualifications

• 2+ years in a high-volume customer support or customer success role.
• Ability to prioritise and multitask while maintaining quality.
• Strong written communication and on-brand responses.
• Experience with CRM software and ticketing tools.

Responsibilities

• Inbox & Queue Management: Own and manage a shared inbox and ticket queue, triaging requests by urgency and type.
• High-Volume Client Communications: Respond to a large daily volume of inquiries with speed and accuracy.
• Digital & Scaled Engagement: Execute data-driven email sequences and in-app messaging to reach customers efficiently.
• Process & Task Execution: Follow playbooks and workflows, move tasks to completion, flag gaps.
• Problem-Solving & Escalation: Troubleshoot issues and escalate high-risk cases with clear documentation.
• Renewal & Expansion Support: Handle renewal touchpoints and route complex opportunities to sales.
• CRM & Data Hygiene: Maintain accurate HubSpot records and clean data for reporting.
• Reporting: Track inbox volume, response times, and customer health metrics.

Skills

High-volume support

Customer success

Written communication

CRM experience

HubSpot

Education

Bachelor's degree or equivalent experience

Tools

HubSpot

Ticketing systems

Job description

Craftable is seeking a Digital Customer Success Manager in Texas to manage a large portfolio of digital clients. You will own 1:1 relationships with a handful of accounts while delivering fast, accurate support across hundreds of customers using scripts, templates, and playbooks.

You will triage requests, coordinate cross-team resources, and drive health metrics, renewals, and expansions with a customer-centric approach at scale.