Founding Customer Success
Shape how thousands of contractors leverage AI to transform their businesses
Location: New York, NY (In-person)
About Craft
Craft helps contractors close 40% more deals with AI that actually works. We're transforming a $700B industry by giving home service businesses the tools to coach better, sell smarter, and grow faster.
Our customers aren't just buying software — they're transforming their entire business. And when they win, we win. That's why customer success isn't just important at Craft. It's everything.
The Role: Founding Customer Success
This is the role that ensures we grow as our customers grow. You'll build our entire customer success playbook from scratch — from onboarding to expansion to making customers so successful they can't imagine life without Craft.
You'll travel to job sites, sit in dispatch offices, and understand contractors' businesses better than they do. You'll turn customer insights into product features, success stories into case studies, and 10x usage into 10x revenue.
This is employee #10 with a direct path to VP of Customer Success. Your work will define how thousands of contractors experience and grow with Craft.
What You'll Do
- Own Customer Growth: Ensure every customer gets massive value from Craft. Drive adoption, expansion, and turn users into evangelists.
- Build Success Playbooks: Create onboarding flows, training programs, and success metrics that scale from 100 to 10,000 customers.
- Travel & Meet Face-to-Face: Visit customer sites, attend trade shows, run training sessions. Build real relationships that drive real results.
- Drive Product Strategy: Your customer insights will directly shape our roadmap. You're the voice of the customer in every product decision.
- Enable Revenue Growth: Identify expansion opportunities, drive upsells, and ensure net revenue retention exceeds 150%.
Who You Are
- 2-5 years in customer success, account management, or consulting (exceptional candidates with less experience considered)
- Based in or willing to relocate to New York City for in-person collaboration
- Customer obsessed — you genuinely care about making customers successful and will do whatever it takes
- Comfortable traveling 25-50% to meet customers where they are — job sites, offices, trade shows
- Builder mentality — you can create processes, documentation, and systems from scratch
- Data-driven approach to measuring success and identifying growth opportunities
Why Craft
Real Impact
Help contractors grow their businesses by millions. Your work directly impacts families across America.
Growth Engine
Customer success drives our growth. Happy customers refer others, expand usage, and fuel our rocket ship.
Build Relationships
Work with salt-of-the-earth contractors who keep America running. Build genuine partnerships that matter.
Leadership Path
Define customer success at Craft. Build the team and strategy. Clear path to VP as we scale.
When our customers win, we win. Make that happen and build your career.