Customer Success Manager

Summary

Hi! I’m the founder of Craftybase, a growing B2B SaaS startup in the manufacturing and inventory management space. We help small DTC makers keep track of their materials, products, and orders so they can grow their businesses profitably.

We’re a small, early-stage company. In early 2021, we were accepted into the TinySeed accelerator program & raised seed funding.

We are profitable and growing, and it's an exciting time to join our team. We've put a lot of attention and hard work into our product, and we think we've built the absolute best inventory system for small makers—our thousands of happy customers agree.

Why YOU Should Apply

This is a unique opportunity to shape and help build out our success initiatives at a pivotal time for the company. We are growing and have exciting plans to accelerate our growth further.

As a key member of our tight-knit team, you’ll work directly with the founders, contributing significantly to our strategy and helping us establish our company culture.

The Role

As the Customer Success Manager (CSM), you will play a pivotal role in driving customer success, retention, and growth. You’ll become the product expert, trusted advisor, and advocate for our customers, ensuring they derive maximum value from our solution.

Your responsibilities will span onboarding and adoption, training, renewals and upsells, advocacy, and strategic relationship building. The ultimate goal is to strengthen customer relationships and foster a truly customer-first culture.

This role demands exceptional communication and people skills, an eye for detail, the ability to think on your feet, and the willingness to adapt and thrive in a fast-paced, rapidly changing start-up environment.

This is a full-time hybrid role, based in Newcastle, Australia.

Responsibilities and Day-to-Day

As a small company, we sometimes must wear more than one hat. If you’re someone who prefers to stay in your lane and within your comfort zone, this type of role is not one you’re going to enjoy.

This role does not require that you know how to code, and there will be no coding involved as part of this role. However, it does require that you be technically minded enough to explain more complex software functionality in a compelling and easy-to-understand way to a prospect who does not have as much technical inclination.

Here are some of the key parts of the role:

Customer Adoption

  • Drive adoption of our platform by deeply understanding our customer base and providing thoughtful solutions and paths to lead them to success
  • Deliver training, resources, and best practices to help our customers maximize the value they receive from Craftybase
  • Stay up-to-date with the latest product features and updates, ensuring that customers are informed and can maximize the value they derive from the platform.
  • Be curious and consistently build rapport with customers through deep discovery
  • Own our customer base, and constantly seek and execute ways to identify opportunities for better engagement.

Product Expert

  • Act as our product expert by deeply understanding our features and capabilities, and exactly how these can be used to achieve the customer’s goals
  • Understand our customers’ desired outcomes and proactively drive specific activities to help them realize true value.

Customer Advocacy

  • Build trust and long-term relationships to inspire customers to become advocates for Craftybase.
  • Identify and nurture customer champions for case studies, testimonials, and referral programs.

Voice of the Customer

  • Serve as the primary advocate for our customers, sharing insights and feedback with the team to improve products and services.
  • Partner with product, marketing, and support to influence roadmaps and prioritize customer needs.

Customer Health Monitoring

  • Track customer engagement and feature usage to identify potential risks or opportunities for improvement
  • Maintain a metrics framework that allows us to assess the health of the customer.

Issue Resolution

  • Proactively identify and resolve customer challenges, collaborating with technical support and other teams as needed to ensure timely resolution.

Renewals and Upsells

  • Review and track renewals helping to drive growth and maintaining customer satisfaction.
  • Identify upsell and cross-sell opportunities at all stages in the customer lifecycle, collaborating with the team when necessary to achieve the objective.

Requirements

In this role, you must take complete ownership of your assigned projects and customers. You will be given all of the tools and support to be successful without being told what to do every step of the way. If you find this appealing, then this may be the perfect position for you.

  • You have proven experience in a similar success role for a SaaS company, ideally with a low-touch pipeline.
  • You have experience working within small, fast-paced agile teams
  • You demonstrate friendliness and empathy when conversing with customers and other people, and can relate well to a variety of different people.
  • You have a reliable and fast internet connection.
  • Have a dedicated, quiet remote working environment available
  • You are available to work in our Newcastle CBD office space at least 2-3 times a week
  • Have some flexibility to accommodate meetings and calls with US customers when required

In addition to this, you are:

  • very trustworthy and professional
  • fully conversant with the English language (both written and verbal)
  • able to work independently and use both common sense and initiative where required
  • have impeccable time management abilities and are ready to work in a fast-paced start-up environment
  • an excellent communicator with customers, the support team, and management
  • results-driven and transparent about your work output
  • a quick learner and are comfortable and willing to ask questions when unsure
  • willing to collaborate on new ideas with others and accept critical feedback to make these ideas better
  • enthusiastic, and passionate about our product and the customers that we serve

Nice-to-haves

  • Experience with commerce platforms such as Etsy, Shopify, Woocommerce, and Square (familiarity with products, orders, inventory, etc.)
  • Experience with inventory and basic accounting concepts
  • Experience with supporting API integrations

Benefits of joining our team

  • Join a profitable bootstrapped company as a key foundational member
  • Full-time, permanent role
  • Equipment provided
  • Conference and WFH budget

At Craftybase, we strongly believe in diversity and equality and thus encourage people from all backgrounds, abilities, experiences and ages to apply.

Like to apply?

Introduce yourself by emailing us here, we'd like to see why you feel you'd be a good fit for the role, your past relevant experience and links to your LinkedIn profile. If we feel you are a suitable fit, we'll be in touch!