Customer Success Manager (Digital CS/Small Mid Size) - Craftable

Job Title: Customer Success Manager (Digital CS / Small Mid Size)

Department: Customer Success

Reports to: Director of Customer Success, Manager of Customer Success

Overview of Role:

The Digital Customer Success Manager (CSM) is responsible for managing customer relationships at scale through digital-first approaches. This role focuses on driving customer engagement, adoption, and retention using data-driven insights and automated tools. Digital CS plays a crucial role in ongoing engagement campaigns, intentional and thoughtful program management to facilitate our largest customer base with resources and assets critical to their success with Craftable.

Key Responsibilities

Customer Engagement at Scale:

• ●  Utilize digital tools and platforms (e.g., email campaigns, in-app messaging, chatbots) to engage with customers and deliver timely, relevant content.

• ●  Segment customers based on usage patterns, needs, and behaviors to provide personalized experiences.

• ●  Track customer health scores and proactively address potential churn risks through targeted digital interventions.

Automated Customer Journey Management:

• ●  Design and manage automated customer journeys that guide users through key milestones in their lifecycle.

• ●  Implement and optimize customer success automation tools via HubSpot, AI, DialPad to scale personalized support and communications.

• ●  Continuously improve digital touchpoints based on customer feedback and engagement metrics.

Customer Retention:

• ●  Identify opportunities within the customer base, and work with the sales team to drive growth.

• ●  Analyze customer data to identify trends and patterns that can inform retention strategies.

• ●  Foster customer advocacy by identifying satisfied customers for case studies, testimonials,

  and referral programs.

• ●  Gather and analyze customer feedback through digital surveys, tools, and other channels.

• ●  Ensure customer feedback is incorporated into product roadmaps and company strategies.

Cross Functional Collaboration:

• ●  Partner with the marketing team to align on customer communication strategies and content creation.

• ●  Work closely with the product team to ensure digital tools and resources are aligned with product updates and new feature releases.

• ●  Collaborate with the support team to ensure a seamless customer experience across all touchpoints.