Digital Customer Success Manager

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:
 

Pay Range: $66,300.00 - $99,500.00

Job Description

• Builds and optimizes digital customer success processes from the ground up, using technology to deliver scalable solutions that address common customer needs.
• Builds automation processes for customer outreach and health monitoring.
• Designs and implements digital workflows to streamline customer onboarding and engagement that balance automation with personalization.
• Analyzes customer health metrics and proactively addresses friction points.
• Responds to customer needs dynamically and adjusts processes based on feedback.
• Diagnoses engagement and onboarding issues and proposes and implements scalable solutions.
• Develops in-app guidance and resources to improve user self-sufficiency.
• Identifies, implements, and integrates the digital tools needed to streamline customer onboarding, education, and support within Craft, using platforms like Notion, Salesforce, and Zendesk.
• Develops automation workflows to enhance customer interactions, including tracking engagement metrics, delivering targeted resources, and managing customer health.

• Designs and leads a structured digital onboarding process to help customers efficiently set up apprenticeship programs and manage recruitment on Craft.
• Tailors onboarding sessions to meet customers’ varying experience levels, providing clear guidance on program setup, recruitment, content management, and platform navigation.

• Creates digital resources and self-service tools, such as tutorials, webinars, and FAQs, to help customers become self-sufficient on Craft.
• Collaborates with the Customer Education Lead to ensure content is accessible and aligns with our customers’ specific needs, especially around apprenticeship program launch and recruitment.
• Builds systems to monitor and report on key metrics (e.g., TTV, CSAT, CES, NPS) that gauge customer engagement, satisfaction, and platform adoption.
• Proactively identifies potential friction points for customers and implement scalable strategies to address them, ensuring a positive and efficient customer experience.

• Acts as the primary digital support resource for customers, addressing technical questions related to Craft’s features and integrating feedback into process improvements.
• Collaborates closely with the engineering team on complex support issues, tracking resolution times in Zendesk to optimize customer experience.
• Establishes a feedback loop with customers to capture insights on their Craft experience, using data to refine processes and influence product enhancements.
• Works closely with Product and Engineering teams to optimize platform usability, feature accessibility, and support content.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities.  The contents of this document or related job requirements may change at any time with or without notice.

Qualifications

• Proficiency in building processes with digital tools, including Notion, Salesforce, and Zendesk (or similar CRMs and support platforms).
• Deep knowledge of and proficiency with tools like Salesforce, Zendesk, Chameleon (or other in-app onboarding tools).
• Deep understanding of TTV, CSAT, CES, and NPS, including how to track, interpret, and act on them.
• Familiarity with emerging digital customer success tools and best practices to stay ahead of scalability challenges.
• Ability to interpret data from customer health metrics to identify patterns and proactively address customer needs.
• Strong ability to explain technical concepts clearly for audiences with varied digital literacy.
• Ability to quickly identify and address inefficiencies in workflows.
• Strategic thinking required to design systems that can scale as customer needs evolve.
• Ability to work independently to build solutions while identifying opportunities for improvement.
• Ability to adjust processes and strategies to meet diverse customer needs.
• Analytics skills to derive actionable insights from data.
• Exceptional communication skills to explain technical concepts to low-literacy users.
• Project management skills to design and deliver scalable processes.
• Collaboration with Product, Engineering, and Customer Success teams.
• Proven track record of creating scalable processes from scratch, leveraging technology to automate workflows and improve customer engagement.
• Demonstrates high level of initiative to design workflows independently and introduces scalable automations.
• Demonstrates autonomy required to identify and resolve operational inefficiencies without heavy reliance on leadership.
• Proven achievements in building and scaling digital customer workflows.

• Bachelor's degree in business, technology, or a related field preferred.

Experience

• 3+ years in digital customer success, SaaS, or edtech roles with a focus on process design and technology implementation.

• Experience with automation and analytics plat
• Experience working cross-functionally with product, engineering, and customer education teams to ensure a unified customer journey.

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

• Specific familiarity with apprenticeship programs and workforce development
• Experience in startups or high-growth environments

Work Location

Work location is determined by role and business needs. In addition to our headquarters in Salt Lake City, UT, we have several satellite locations across the US. Senior leadership, administrative functions, and technology teams are typically assigned to work in one of our office locations. While this position will begin with a Remote/Work-From-Home designation, this position will work "In-Office" once a dedicated space in Nashville, TN is established.

#LI-MM1

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 Opportunity Employer: We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. #DEI