EZ Texting

Account Manager

• Build and nurture strong, long-term relationships with existing customers by becoming a trusted advisor and advocate for their success
• Proactively identify and address customer needs and challenges to prevent churn and ensure ongoing satisfaction
• Identify upsell and cross-sell opportunities within your customer base to maximize revenue
• Explore and pursue new business opportunities within your assigned territory or industry segment
• Develop a deep understanding of our SaaS products and services to effectively communicate their value and benefits to customers
• Provide training and guidance to customers to help them optimize the use of our products and achieve their business goals
• Manage the contract renewal process, negotiating terms and ensuring a seamless transition for customers
• Maintain accurate records of customer interactions and sales activities, providing regular forecasts and reports
• Collect and relay customer feedback to the product development and support teams to drive product improvements
• Work closely with cross-functional teams, including sales, marketing, and customer support, to deliver a unified customer experience
• Stay informed about industry trends and competitor offerings to effectively position our products in the market

Customer Success Manager

• Own and manage a portfolio of SMB and mid-market customers, ensuring high levels of adoption, satisfaction, and retention
• Develop strong customer relationships through regular check-ins, QBRs, Account Plans, training sessions, and strategic consultations
• Monitor customer health and engagement using internal tools and trigger proactive outreach to reduce risk and increase product value
• Collaborate closely with Product, Support, Sales, and Marketing to align on customer needs, feedback, and cross-functional initiatives
• Be the voice of the customer back to our Product organization, communicate trending customer feedback and ideas
• Maintain accurate and up-to-date records in Salesforce and other systems, documenting touchpoints, outcomes, and risk factors
• Identify and lead resolution of risks, issues, and delays related to customer adoption
• Build community and engagement across your customer base by initiating value-added programs such as customer webinars, consistent email cadences, feedback loops, and co-creating educational content with Product Marketing
• Contribute to the creation and improvement of customer success playbooks, processes, and enablement content
• Deliver insights and trends from the customer base to help inform go-to-market strategy and customer experience improvements
• Support renewals and upsells as needed, but this role is not tied to revenue targets. Your focus will be on customer success, not sales