Client Success Manager

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We meticulously craft our job descriptions to clearly define the skills necessary for success and the expected performance level of the role, resulting in detailed content. Our goal is to ensure the description accurately reflects the job you will perform. We value your input and look forward to hearing what you think about the format in the interview process.

This is a hybrid role (three days per week at our HQ in Chicago, IL) and will report directly to the VP of Client Experience.

Crafty elevates workplace food and beverage programs with enhanced services managed in one innovative, centralized platform. Founded in 2015, our mission is to help companies craft better workplaces. From Draft Kings to Robinhood to Zillow, we work with the world’s biggest brands to foster a culture of employee connectivity and productivity. Headquartered in Chicago, with offices in New York and the Bay Area, Crafty manages food and beverage programs across 300+ offices, serving more than 300,000 employees per month.

Our commitment to crafting better workplaces starts from within. We are a team of passionate, resourceful, and hard‑working trailblazers who love what we do. Our expertise spans technology, food and beverage operations, client success, fulfillment and more. At Crafty, our people are our greatest asset, because it's our people who foster a culture that makes our company a place worth being part of.

And of course, the snacks are the cherry on top!

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:
  You achieve high customer satisfaction (CSAT) and drive revenue growth through a commitment to world‑class service. You prioritize client satisfaction and build strong relationships across multiple accounts by understanding their needs and providing tailored support.
• Engagement:
  You assist in developing plans to address client pain points and help evolve client programs across locations.
• Proactive Service Delivery:
  You deliver excellent client service through proactive communication, timely responses to requests, and effective collaboration with local teams. You possess a capability to manage 25 – 35 accounts effectively, achieving high customer satisfaction (CSAT) and driving annual revenue growth of $500k.
• Strategic Alignment:
  You’re skilled in aligning with client business strategies and goals, and creating a customer success journey to meet desired outcomes.

• 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.

• Business Reviews:
  You assist in conducting regular reviews with clients to evaluate their programs and ensure a seamless experience.
• Relationship Management:
  You support the onboarding of new clients…