Who We Are:

Crafty’s mission is to help companies craft better workplaces by providing the services and technology to deliver a modern, comprehensive food & beverage program for their employees, no matter where they work. After operating with a vertically integrated supply chain (i.e., directly fulfilling orders from Crafty-operated distribution centers) in Chicago and the Bay Area, our team launched a third party fulfillment model that has rapidly scaled our coverage into over 25 markets globally, in just a year’s time.

At Crafty, we have a diverse, high-powered team, composed of folks in technology, supply chain operations, field operations, sales, account management, and more. Our workplace is dynamic, fast-paced, and just plain fun; we pride ourselves in having an amazing mix of humans who make up our team!

Client Success Manager

Note to Candidates:

We meticulously craft our job descriptions to clearly define the skills necessary for success and the expected performance level of the role, resulting in detailed content. Our goal is to ensure the description accurately reflects the job you will perform. We value your input and look forward to hearing what you think about the format in the interview process.

This is a hybrid role (three days per week at our HQ in New York City, NY) and will report directly to the VP of Client Experience.

The Role:

Crafty is seeking an established Client Success Manager to own client relationships with a diverse book of business. Your main areas of responsibility will be client satisfaction, retention, and growth.

This role prioritizes client satisfaction through proactive engagement and a client-centric mindset. The ideal candidate will demonstrate strong communication skills to build trust, resourcefulness in navigating complex accounts, and advanced organizational abilities for managing multiple clients efficiently. A strategic outlook ensures alignment with client’s business goals, driving growth and retention. Additionally, a positive attitude and a passion for continuous improvement enhance the ability to deliver a seamless client experience. If you are a self-starter who finds satisfaction in making clients happy and navigating complexity with ease, we want to hear from you!

Required Attributes:

CLIENT RETENTION AND GROWTH:

• Client-Centric Approach: Achieve high customer satisfaction, revenue growth and retention within your portfolio by prioritizing client satisfaction and building strong relationships across multiple accounts by understanding their needs and providing tailored support.
• Engagement: Drive engagement and retention by ensuring clients see continuous value in products and services and when issues arise, you lead and develop plans to address client pain points and help evolve client experience across Logos and locations.
• Proactive Communication: Deliver excellent client service through proactive communication, timely responses to requests, and effective collaboration with local teams.
• Resourcefulness: You are adaptable and maintain a positive attitude and adjust your focus as circumstances change, embodying a resourceful and hardworking approach.
• Strategic Problem-Solving: You identify potential issues early and address them proactively, maintaining a positive outlook even in challenging situations.

PROGRAM MANAGEMENT:

• Program Oversight: You manage programs from start to finish, ensuring they meet client needs and expectations.
• Team Collaboration: You facilitate teamwork across functions to support the development and delivery of services for clients.
• Clear Communication: You leverage your expertise to communicate effectively with clients, providing tailored recommendations and guidance on program status while promptly addressing their needs to ensure a seamless client experience.
• Continuous Improvement: Partner with internal teams to refine and evolve service offerings.

FINANCIAL ACUMEN:

• Data-Driven Decisions: Leverage analytics within Tableau and HubSpot to measure success and drive data-informed strategies for client growth and retention.
• Performance Management: Using HubSpot and implementation tools such as Notion, you effectively manage client budgets by proactively communicating with clients to accurately forecast consumption and adjust budgets accordingly.
• Growth Optimization: Identify opportunities for expansion and upselling, driving revenue growth in alignment with business targets.

Ideal Experience:

• 3+ years of experience in food & beverage, client success, or account management.
• Experience working cross-functionally to drive client outcomes that align with company goals.
• Proficiency in Google Suite, Microsoft Suite, HubSpot, and Notion.

Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal - that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

Role Goals:

Goal #1: Achieve 93% Client Dollar Retention

By EOY, achieve 93% client dollar retention by proactively managing client relationships, monitoring account health, addressing issues before they escalate, and aligning services with client needs — measured by YTD dollar retention rate reviewed monthly via Tableau.

Goal #2: Achieve 20% Incremental GMV Growth Within Your Portfolio

By EOY, achieve 20% incremental GMV growth within the client portfolio by identifying upsell and expansion opportunities and driving revenue growth in alignment with business targets — measured by YoY GMV growth percentage reviewed quarterly via HubSpot.

Goal #3: Support Market Profit Growth

By EOY, support market profit growth by assessing client opportunity through expansion, upsell, and budget growth across the portfolio — measured by expansion revenue, upsell revenue, and budget growth reviewed quarterly.

Goal #4 (AI): Drive Operational Efficiency

By EOY, actively contribute ideas for how AI can be leveraged to streamline client support — including reporting, client communications, and program tracking — measured by ideas contributed and implemented reviewed quarterly.

What we offer:

Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart people who work incredibly hard and have fun along the way.

We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events!

Our compensation amount for this role starts at $75,000 with an additional 20% variable compensation package in NYC, NY. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above.

Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes.

Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.