Customer Success Manager - Craft Education
Customer Success Manager - Craft Education
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Job Description
If youre passionate about building a better future for individuals communities and our countryand youre committed to working hard to play your part in building that futureconsider Craft Education as the next step in your career.
Craft Education is on a mission to solve skilled labor shortages by powering workbased learning pathways for all.
At Craft were revolutionizing the apprenticeship degree combining onthejob learning with accredited instruction to create innovative educational pathways that accommodate working professionals and meet employer needs. Our flagship product Craft Connect helps organizations administer apprentice degree programs and address missioncritical data and reporting needs. Through the same platform Craft is also transforming how onthejob learning converts into academic credits.
Our team of technology education and workforce professionals also provides technical assistance to organizations looking to launch and manage apprenticeship degree programs. We are working tirelessly to accelerate the expansion of these programs along with the data infrastructure that underpins them.
If youre looking to join the workbased learning revolution wed love to talk with you. At Craft youll have the opportunity to solve hard problems in a highgrowth startup environment and make a lasting impact on the future of education and workforce development. We couldnt be more excited to advance this work as a team of innovative collaborative and missionoriented professionals we hope youll consider joining us.
The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
At WGU it is not typical for an individual to be hired at or near the top of the range for their position and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
Job Description
The Customer Success Manager (CSM) will manage a portfolio of B2B customer accounts in education workforce government and employer sectors. This role is responsible for leading onboarding building highimpact relationships driving platform adoption and ensuring retention goals are met. The CSM serves as the lead point of contact for assigned accounts acting as a trusted advisor and aligning Crafts platform and services to each customers unique goals.
The Customer Success Manager (CSM) is responsible for owning and managing longterm strategic relationships with Crafts B2B customers. This role blends strategic partnership development customer lifecycle ownership and account management to ensure B2B organizations achieve measurable success with Crafts platform. Through thoughtful onboarding proactive engagement and collaborative problemsolving the CSM ensures customers are successful satisfied and ready for renewal.
Primary Responsibilities
- Serve as the lead relationship manager for a portfolio of B2B customers including education institutions employers and government agencies.
- Lead onboarding and implementation efforts ensuring early customer success and readiness.
- Drive platform engagement and retention using account health indicators CRM tools and customer feedback.
- Build and maintain strategic relationships with customer stakeholders and executive sponsors.
- Identify risks and growth opportunities across the customer lifecycle and execute tailored playbooks.
- Collaborate crossfunctionally with Product Engineering and Support to align platform improvements with customer needs.
- Maintain accurate and timely documentation of customer activities milestones and health metrics.
- Contribute to the continuous improvement of Customer Success systems workflows and customer segmentation strategies.
This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.
Qualifications
- Ability to manage multiple B2B accounts with varying priorities and success metrics
- Strong written and verbal communication skills including executivelevel engagement
- Strategic thinking and problemsolving with a bias for action and customer advocacy
- Familiarity with CRM and customer engagement tools (e.g. Salesforce Notion Guru)
- Proficiency in using dashboards and analytics to track retention and engagement
- Adaptability to work with a wide range of customer personas and digital literacy levels
- Demonstrated accountability and ownership of customer outcomes and renewal readiness
Education
Bachelors degree preferred in Business Education Communications or a related field
Experience
- 3 years of experience in B2B customer success account management or onboarding
- Experience in EdTech workforce development or apprenticeshiprelated organizations is a plus
- Experience working in highgrowth or startup environments preferred
Experience in lieu of education
Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.
Preferred Qualifications
- Experience managing B2B customer accounts in governmentfacing or regulated sectors
- Familiarity with structured Customer Success processes such as health scoring lifecycle playbooks and CSAT/NPS metrics
- Certifications or formal training in Customer Success project management or workforce policy
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Position & Application Details
FullTime Regular Positions (classified as regular and working 40 standard weekly hours): This is a fulltime regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical dental vision telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual flexible paid sick time with no need for accrual 11 paid holidays and other paid leaves including up to 12 weeks of parental leave.How to Apply: If interested an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.
Additional Information
Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. Its not allinclusive.
Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.
Required Experience:
Manager
Employment Type
Full-Time
