Customer Success Manager - Craft Education

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 mu