New

Customer Success Manager - Craft Education

Western Governors University
life insurance, flexible benefit account, parental leave, paid time off, paid holidays, sick time
United States, Tennessee, Nashville
May 12, 2025
If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider Craft Education as the next step in your career. Craft Education is on a mission to solve skilled labor shortages by powering work-based learning pathways for all. At Craft, we're revolutionizing the apprenticeship degree, combining on-the-job learning with accredited instruction to create innovative educational pathways that accommodate working professionals and meet employer needs. Our flagship product - Craft Connect - helps organizations administer apprentice degree programs and address mission-critical data and reporting needs. Through the same platform, Craft is also transforming how on-the-job learning converts into academic credits. Our team of technology, education and workforce professionals also provides technical assistance to organizations looking to launch and manage apprenticeship degree programs. We are working tirelessly to accelerate the expansion of these programs along with the data infrastructure that underpins them. If you're looking to join the work-based learning revolution, we'd love to talk with you. At Craft, you'll have the opportunity to solve hard problems in a high-growth startup environment and make a lasting impact on the future of education and workforce development. We couldn't be more excited to advance this work as a team of innovative, collaborative and mission-oriented professionals - we hope you'll consider joining us. The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Professional 308 Pay Range: $73,000.00 - $109,400.00 Job Description The Customer Success Manager (CSM) will manage a portfolio of B2B customer accounts in education, workforce, government, and employer sectors. This role is responsible for leading onboarding, building high-impact relationships, driving platform adoption, and ensuring retention goals are met. The CSM serves as the lead point of contact for assigned accounts, acting as a trusted advisor and aligning Craft's platform and services to each customer's unique goals. The Customer Success Manager (CSM) is responsible for owning and managing long-term strategic relationships with Craft's B2B customers. This role blends strategic partnership development, customer lifecycle ownership, and account management to ensure B2B organizations achieve measurable success with Craft's platform. Through thoughtful onboarding, proactive engagement, and collaborative problem-solving, the CSM ensures customers are successful, satisfied, and ready for renewal. Primary Responsibilities Serve as the lead relationship manager for a portfolio of B2B customers, including education institutions, employers, and government agencies. Lead onboarding and implementation efforts, ensuring early customer success and readiness. Drive platform engagement and retention using account health indicators, CRM tools, and customer feedback. Build and maintain strategic relationships with customer stakeholders and executive sponsors. Identify risks and growth opportunities across the customer lifecycle and execute tailored playbooks. Collaborate cross-functionally with Product, Engineering, and Support to align platform improvements with customer needs. Maintain accurate and timely documentation of customer activities, milestones, and health metrics. Contribute to the continuous improvement of Customer Success systems, workflows, and customer segmentation strategies. This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice. Qualifications Ability to manage multiple B2B accounts with varying priorities and success metrics Strong written and verbal communication skills, including executive-level engagement Strategic thinking and problem-solving with a bias for action and customer advocacy Familiarity with CRM and customer engagement tools (e.g., Salesforce, Notion, Guru) Proficiency in using dashboards and analytics to track retention and engagement Adaptability to work with a wide range of customer personas and digital literacy levels Demonstrated accountability and ownership of customer outcomes and renewal readiness Education Bachelor's degree preferred in Business, Education, Communications, or a related field Experience 3+ years of experience in B2B customer success, account management, or onboarding Experience in EdTech, workforce development, or apprenticeship-related organizations is a plus Experience working in high-growth or startup environments preferred Experience in lieu of education Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager. Preferred Qualifications Experience managing B2B customer accounts in government-facing or regulated sectors Familiarity with structured Customer Success processes such as health scoring, lifecycle playbooks, and CSAT/NPS metrics Certifications or formal training in Customer Success, project management, or workforce policy #LI-MM1 Position & Application Details Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave. How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday. Additional Information Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive. Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu. Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.