Customer Success Manager

Who You Are

You’re a strategic growth individual with a sharp eye for opportunity and a strong track record of helping clients scale. You thrive at the intersection of commercial strategy, creative innovation, and performance marketing—able to unlock new revenue by strengthening partnerships, guiding cross-functional collaboration, and working with a large number of existing customers simultaneously to help them achieve their ROI goals. You have a proven track record in growing existing client accounts, understand the media landscape inside and out, and you’re driven by delivering measurable results and long-term client value.

Our Mission

Empower Creativity.

The connection between a user and their mobile device is unlike any other, and presents an obligation to rethink the way brands and consumers engage. CRAFTSMAN+ is breaking the mold and changing the rules of engagement. We are a global team of top-talent creators and technologists on a mission to develop a suite of tools that anyone can use to enable the highest levels of creativity, interactivity, and efficiency. 

Partnering with some of the world’s largest brands, we plan, streamline, optimize and automate the creative process. For more info, check out our website!

What You’ll Do

• Operate as the main point of contact for your assigned accounts, developing detailed project plans to monitor and track progress, establishing strong client relationships to build trust, and maintaining high levels of customer satisfaction, retention, and growth. 
• Identify risks and raise to management alongside proactive plans for how they seek to resolve issues that arise
• Manage ongoing quality control and participate in quality issue resolution.
• Assist in technical support for partners and quality assurance of all rich media assets to help clients go live seamlessly 
• Work closely with leadership to manage internal and third-party resources across the creative portfolio. 
• Responsible for developing a deep understanding of our product and serving as the bridge between our product team and account managers. You will be the first line of defence for answering clients' questions about product-related issues and ensuring a seamless experience on our platform. 
• Provide regular client status reports, evaluating utilization week over week and applying critical thinking for strategic ways to unlock further adoption of our platform. 
• Own day-to-day comms with Clients actively working in our platform. 
• Nurture, grow, and maintain the client relationship, ensuring client satisfaction and retention 
• Assist account leads with the production of CBRs, account audits, and value-driven initiatives to enhance customer experience. 

What You Bring

• Minimum 3 years of experience working in client client-facing role. 
• Client-focused solutions experience
• Experience working with third parties and vendors. 
• Organized with attention to detail.
• Excellent analytical, logical thinking, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to communicate, present to and influence key stakeholders 
• Strong project management and organizational skills
• Knowledge of ad tech industry 

Bonus Points

• Minimum 1 year of experience working in ad tech environment with rich media experience. 
• 1+ Year Experience in Project Management/ Producer Role

What to Expect

• This is a full-time, high-impact role with direct influence on company revenue and client success.
• Fully remote—work with a globally distributed team across creative, strategy, and product.
• Competitive compensation based on experience and outcomes.