Own enterprise customer onboarding, retention, renewals, upsells, expansion, and referrals. Build the customer success playbook from scratch, including onboarding flows, health scoring, and QBR cadences. Partner with sales to close expansion opportunities and relay customer insights to product and engineering. Travel to customer offices, job sites, and trade shows while developing relationships with home services operators.
About the role
Craft is the AI sales & CX platform 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 accounts and are compensated on retention, expansion, and referrals. 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
- 3-10 years in customer success, account management, or a revenue-oriented role
- Commercial instincts. You think about expansion, NRR, and referrals
- Builder mentality. You create playbooks 0-1
- Comfortable with ~10-25% travel to meet customers where they are
Nice to Have
- Background in home services, trades, field service management, vertical saas, and/or conversational intelligence
- Served sales, contact center/cx, marketing, and operations leaders
- Early-stage startup experience
Compensation
$120,000–$180,000 base + commission (OTE $150K–$200K+) · meaningful equity · full medical, dental, vision · unlimited PTO
Craft AI New York, New York, USA Office
New York, NY, United States
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