Manage a large portfolio of digital and long-tail SMB customers through high-volume inbox and ticket queue management. Respond to client requests, troubleshoot issues, coordinate escalations, execute scaled engagement campaigns, support renewals and expansion, maintain accurate HubSpot records, and report on customer health and service metrics. The role emphasizes organization, task completion, fast communication, process adherence, and consistent customer support at scale.
Description
About Us:
Here at Craftable, we create best-in-class technology for world-renowned bars and restaurants. We were founded back in 2015 in Silicon Valley by tech experts and hospitality industry veterans. Since then, we have brought the best to Texas for a warm southern twist! Our goal is to collaborate with restauranteurs, operators, and accountants to reduce labor costs, increase efficiency, and drive profit for our clients. Our platform is built to accommodate operators from independent restauranteurs to regional and national chains.
Overview
We are seeking a highly organized, task-oriented Digital Customer Success Manager to assist owning a large portfolio of our long-tail / digital clients. This role is built for someone who thrives on organization — managing a high-traffic inbox, triaging and resolving requests quickly, and keeping every client interaction accurate and on-brand. You will be working on 1:1 relationship management with a handful of accounts and will be the engine that delivers fast, consistent, excellent support across hundreds of customers at once.
Responsibilities
- Inbox & Queue Management: Own and manage a shared support inbox and ticket queue, triaging incoming client requests by urgency and type, and driving them to resolution within SLA.
- High-Volume Client Communications: Serve as a point of contact for a large portfolio of SMB clients, responding to a high daily volume of inbound questions, issues, and requests with speed and accuracy. Coordinate internal resources to address customer concerns across other teams.
- Digital & Scaled Engagement: Execute data-driven, scaled engagement campaigns (email sequences, in-app messaging, templated outreach) to reach customers efficiently without 1:1 time investment. Use health and usage data to flag at-risk accounts that need escalated attention.
- Process & Task Execution: Follow and refine documented playbooks and workflows for common scenarios (onboarding steps, renewal reminders, troubleshooting). Keep tasks moving through to completion and flag process gaps.
- Problem-Solving & Escalation: Troubleshoot client issues directly where possible; escalate complex or high-risk issues to the appropriate internal team with clear documentation.
- Renewal & Expansion Support: Execute standardized renewal touchpoints and identify upsell/cross-sell opportunities; route larger or more complex expansion opportunities to sales.
- CRM & Data Hygiene: Maintain accurate, up-to-date records in HubSpot for every client interaction. Log tickets, update statuses, and ensure data is clean enough to support reporting and automation.
- Reporting: Track and report on inbox volume, response times, resolution rates, and customer health metrics across your portfolio.
Qualifications
- 2+ years of experience in a high-volume Customer Support, Customer Success, or similar client-facing role, proven success managing a high volume inbox meticulously.
- Demonstrated ability to prioritize, multitask, and move quickly through a high volume of client requests without sacrificing quality.
- Highly task-oriented with excellent follow-through — nothing falls through the cracks.
- Strong written communication skills; comfortable producing clear, friendly, efficient responses at scale.
- Experience with CRM software (HubSpot preferred) and ticketing/inbox tools.
- Comfortable working from playbooks, templates, and defined processes, while flagging opportunities to improve them.
- A genuine passion for delivering an exceptional customer experience, even at high speed and scale.
- Experience in the hospitality industry (restaurants, bars, hotels) is a plus but not required.
- Bachelor's degree or equivalent experience.
What We Offer:
- Competitive salary
- Competitive benefits package including medical, dental, and vision insurance
- Supplemental national holidays, parental, personal, bereavement, and reproductive loss leave plans etc.
- Unlimited PTO
- Retirement plans with 401(k) match
- Opportunities for career growth and professional development
- Vibrant company culture with frequent team-building events
- A collaborative and supportive work environment that values innovation and inclusivity
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