Founding Customer Success Manager

About the role

Craft is the AI sales engine for the trillion-dollar home services industry. We analyze every customer interaction and build AI agents that book appointments, close deals, and recover revenue for the largest enterprises in the space.

This is a revenue role. You own a book of enterprise accounts and are compensated on retention and expansion. You're part relationship builder, part commercial operator, and you treat your territory like a business to grow.

You Will

• Onboard new enterprise customers and drive them to measurable outcomes
• Own renewals, upsells, and expansion across your book of business
• Travel on-site to customer offices, job sites, and trade shows: build real relationships with the operators running these businesses
• Build the CS playbook from scratch: onboarding flows, health scoring, QBR cadences
• Collaborate with sales to identify and close expansion opportunities
• Feed customer insights directly to the product and engineering team

You Have

• 2–4 years in customer success, account management, or a revenue-oriented role
• Commercial instincts: you think about expansion and NRR, not just satisfaction scores
• Builder mentality: you create processes from zero, not inherit them
• Comfortable with ~25% travel to meet customers where they are

Nice to Have

• Background in home services, trades, or field service management
• Early-stage startup experience

Compensation

$100,000–$130,000 base + commission (OTE $150K–$200K+) · meaningful equity · full medical, dental, vision · unlimited PTO