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Customer Success Manager: Your Strategic Partner at Craft.io

At Craft.io, our Customer Success team is more than just a support line, we’re your strategic partner at every step, throughout the entire license period. This is a true partnership, not a premium add-on. Our mission is to guide you from onboarding and adoption through to ongoing value and growth. We help bring your product vision to life, accelerate your team’s onboarding, and ensure Craft.io is confidently adopted across your organization. With the enterprise license, you get full support from our CS team throughout the entire license period, at no extra cost. We’re here to drive adoption, unlock long-term value, and help Craft.io grow with your team every step of the way.

Here’s How We Stand Out With Our Client Success

A partnership approach: We work side by side with you, acting as an extension of your team to help you reach your goals.
Turning vision into results: We help you translate your product strategy into clear, measurable business outcomes.
Faster onboarding: Our structured onboarding gets your team up and running up to 30% faster than industry norms.
Ongoing optimization: We proactively introduce new features, integrations, and best practices to help you get the most from Craft.io.
Enduring commitment: Your success is our priority, with regular check-ins and strategic reviews to keep you on track.

How Our Customer Success Team Supports You

Our Customer Success team delivers comprehensive, multi-channel support for every aspect of your Craft.io experience. Each customer is paired with a dedicated Customer Success Manager (CSM), your go-to expert for guidance, troubleshooting, and strategic advice. This model, inspired by leading client follow-up and customer lifecycle practices, ensures a seamless and personalized experience.

Our support covers

Onboarding & implementation: Personalized sessions, workspace setup, and tailored use case configuration.
Ongoing product training: Live and on-demand training to keep your team up to speed with new features and best practices.
Strategic guidance: Roadmap workshops, quarterly business reviews, and best practice sessions to align Craft.io with your business goals.
Regular business reviews: Scheduled check-ins (monthly, quarterly, or as needed) to review progress, optimize usage, and uncover new opportunities.
Product adoption support: Proven frameworks for faster adoption, including milestone tracking and usage analytics.
Troubleshooting & escalation: Rapid, multi-channel issue resolution, with direct escalation for urgent needs.
Migration assistance: Smooth transitions from legacy tools, including data migration and change management support.
Integration support: Guidance on connecting Craft.io with your existing tech stack, including CRM, CSM platforms, and other tools.

Onboarding for Customer Success Management Support

Customer success onboarding journey with five key stages, from discovery to success and adoption

Proven Impact of Customer Success Manager

Our Customer Success service drives real, measurable results for your organization, leveraging industry-leading software and best practices.

30% faster milestone achievement: Reach key onboarding and adoption milestones more quickly.
45% higher adoption rates: More users onboarded and actively using Craft.io within the first 90 days.
3x broader feature usage: Teams unlock and benefit from advanced features, deepening engagement.
Up to 20% higher customer satisfaction (CSAT) scores: Organizations report increased satisfaction and retention after working with our team.
Fewer support tickets: Proactive training and guidance reduce reactive support needs by up to 25%.

Want to see our Customer Success team in action? Check out this case study to see how we turned a complex migration into a seamless, high-impact transition for Freightos.

Customer Testimonials

“Craft.io stands out for its ability to make roadmapping functionality easy. The platform makes it incredibly easy to visualize, structure, and communicate product strategies across multiple levels — from high-level initiatives down to granular tasks. The ability to customize views and align roadmaps with objectives is particularly helpful for keeping stakeholders informed and engaged.”

Customer success 1

“The onboarding experience was awesome and a new standard. One of the reasons we have struggled in the past with product management tools are getting out of the tool what we need with little or no guidance and working with Craft has been the complete opposite experience.”

Customer success 2

FAQ

What is customer success?

Customer success is a proactive partnership focused on helping you achieve your goals and maximize value from Craft.io. It’s about guiding you from onboarding through ongoing growth, ensuring you get measurable results and long-term success.

What does a customer success team do?

Our Customer Success team acts as your strategic partner, guiding onboarding, providing training, offering expert advice, and helping you adopt new features. Your dedicated Customer Success Manager ensures Craft.io is tailored to your needs and delivers continuous value.

Which platforms combine customer support ticketing with account management and success workflows?

Craft.io integrates with leading CRM and support tools, allowing you to connect your customer support, account management, and success workflows for a seamless experience.

Why customer success management?

Customer success management ensures you get the most from Craft.io, faster onboarding, higher adoption, ongoing optimization, and measurable business impact. It’s the key to turning your product vision into real results.