Client Success Manager

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!

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!

• 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 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.

• Data‑Driven Decisions:
  Leverage analytics within Tableau and Hub Spot to measure success and drive data‑informed strategies for client growth and retention.
• Performance Management:
  Using Hub Spot 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.

• 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, Hub Spot, and Notion.

Don’t meet all of the qualifications? We want…