Remote New

Senior Customer Success Manager - Craft Education

Western Governors University
life insurance, flexible benefit account, parental leave, paid time off, paid holidays, sick time
United States, Utah, Salt Lake City
3949 South 700 East (Show on map)
Jul 28, 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 310 Pay Range: $88,300.00 - $132,400.00 Job Description The Senior Customer Success Manager (CSM) at Craft Education is responsible for managing strategic customer relationships and driving improvements across the Customer Success function. This role is operational in nature and focused on proactive, high-impact initiatives rather than reactive support. The Senior CSM oversees the entire customer lifecycle, including onboarding, engagement, and retention. The position also plays a critical role in identifying process inefficiencies, designing scalable systems, and implementing continuous improvement strategies to enhance the customer experience. In addition to managing customer relationships, the Senior CSM leads strategic initiatives that support post-sales operations. This includes engaging with executive-level stakeholders, contributing to revenue outcomes, and helping shape the long-term direction of the Customer Success organization. The role is central to Craft's efforts to scale and mature its customer-facing operations. Job Responsibilities: Serve as the strategic relationship manager for a portfolio of high-impact B2B accounts. Lead onboarding and implementation processes to ensure time-to-value and long-term success. Build customized customer success plans and lifecycle playbooks tailored to each customer segment. Monitor and report on customer health using NPS, CSAT, TTV, and engagement metrics. Partner with Sales and Partnerships to identify expansion opportunities, influence upsell strategies, and support renewal readiness across your portfolio. Own strategic cross-functional initiatives that improve onboarding, retention, customer experience, or internal CS operations. Influence the design and implementation of scalable frameworks such as onboarding programs, customer health scoring models, and Voice of Customer (VOC) feedback loops. Partner cross-functionally with Product, Engineering, Support, and Insights to advocate for customer needs and influence roadmap decisions. Develop internal documentation, onboarding materials, and success resources to support team growth and scalability. Serve as a trusted advisor to senior stakeholders-including C-suite and executive sponsors-by delivering customer reviews and aligning on long-term goals. Proactively identify churn risk and create action plans to resolve it. Qualifications Knowledge, Skills, and Abilities Deep expertise in customer lifecycle management and success planning. Experience with B2B SaaS environments and enterprise customer needs. Familiarity with CS metrics (NPS, CSAT, TTV), lifecycle management, and segmentation. Experience using CRM, documentation, and engagement tools such as Salesforce, Notion, Chameleon, and Zendesk. Strategic account management, onboarding, and stakeholder engagement. Executive communication and influence across C-level relationships. Cross-functional collaboration and initiative leadership. Data analysis and decision-making based on KPIs, segmentation, and retention insights. Strong project and program management skills. Proven ability to build operational infrastructure, including scalable playbooks, CS processes, and internal workflows. Operate with a high degree of autonomy in a fast-paced, high-growth startup environment. Identify risks or friction points and drive clear action plans. Switch between strategic thinking and tactical execution. Navigate ambiguity while building structure from scratch. Thrive in highly collaborative, cross-functional settings where outcomes-not checklists-drive success. Education Bachelor's degree required in Business, Education, Public Policy, or a related field. Experience 5+ years of experience in Customer Success, Implementation, or Post-Sales roles, ideally with full cycle ownership 2+ years of experience leading cross-functional projects or building CS infrastructure (ex. onboarding programs, health models, CS ops) Demonstrated success in managing executive stakeholder relationships and contributing to expansion or upsell opportunities. 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 Professional certifications (e.g., Gainsight, SuccessHACKER, PMP, or CSM) are a plus. Experience with high-growth SaaS, education, workforce, or government clients Familiarity with tools like Gainsight, Catalyst, or ChurnZero. Understanding of Success Plans, VOC programs, or customer journey mapping. Knowledge of EdTech, apprenticeship, workforce, or government program sectors. Commitment to staying current with Customer Success trends, automation tooling, and strategic frameworks that drive efficiency and impact. 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.