Customer Success Manager (Digital)

FNBTECH INC • Dallas, TX

4d

About The Position

Here at Craftable, we create best-in-class technology for world-renowned bars and restaurants. We were founded back in 2015 in Silicon Valley by tech experts and hospitality industry veterans. Since then, we have brought the best to Texas for a warm southern twist! Our goal is to collaborate with restauranteurs, operators, and accountants to reduce labor costs, increase efficiency, and drive profit for our clients. Our platform is built to accommodate operators from independent restauranteurs to regional and national chains.

We are seeking a proactive and empathetic Customer Success Manager (CSM) to show value and manage escalated interactions with our long tail / digital clients. As a CSM, you will be a trusted advisor to a high volume of clients, helping them maximize the value of our software and achieve their business goals. Your primary focus will be on driving product adoption, ensuring customer satisfaction, and identifying opportunities for expansion, renewal, and risk mitigation.

Requirements

• 3 years of experience in a Customer Success, Account Management, or a similar client-facing role, preferably at a B2B SaaS company.
• A strong understanding of the hospitality industry (hotels, bars, restaurants etc.) is highly preferred.
• Experience managing a high volume of clients, demonstrating the ability to prioritize and scale customer interactions.
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to build rapport and manage relationships with a diverse range of clients.
• Highly organized, detail-oriented, and able to manage multiple client accounts simultaneously.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
• A proactive, problem-solving mindset with a passion for helping others succeed.
• Bachelor's degree or equivalent experience.

Responsibilities

• Client Relationship Management: Serve as an escalated point of contact for a large portfolio of SMB clients.
• Proactive Engagement: Leverage data and digital motions to drive scaled engagements to the customers. This will include campaigns to drive connections with the customers, and using data to help identify customers that are at risk or need additional proactive support.
• Problem-Solving: Act as a champion for the client with the internal Craftable teams, to help ensure their issues are resolved and we have addressed feedback in a timely manner.
• Renewal & Expansion: Proactively manage the renewal process for your clients. Identify opportunities for upselling and cross-selling additional products or services, personally manage organic expansions with the customer and collaborate with the sales team or partnerships as needed for larger expansion opportunities that are identified.
• Advocacy & Feedback: Collect and document customer feedback to help inform our product roadmap. Turn satisfied customers into advocates and references for our company.
• Reporting: Maintain accurate client records in our CRM and other applicable tooling. Provide regular reports on customer health, product usage, and key account metrics.

Benefits

• Competitive salary
• Competitive benefits package including medical, dental, and vision insurance
• Supplemental national holidays, parental, personal, bereavement, and reproductive loss leave plans etc.
• Unlimited PTO
• Retirement plans with 401(k) match
• Opportunities for career growth and professional development
• Vibrant company culture with frequent team-building events
• A collaborative and supportive work environment that values innovation and inclusivity

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level