EZ Texting

Customer Success Manager

EZ Texting

full-time

Posted on:

Origin:  • 🇺🇸 United States • California, District of Columbia, Florida, Massachusetts, New York, Pennsylvania, Tennessee

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Salary

💰 $79,000 - $133,000 per year

Job Level

Mid-LevelSenior

Tech Stack

Tableau

About the role

  • 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

Requirements

  • 4+ years of experiences, ideally in a Customer Success, Account Management, or similar customer-facing role at a SaaS or telecommunications company
  • Proven success managing a large portfolio of SMB or mid-market customers in a fast-paced, high-volume environment
  • Strong communication and relationship-building skills with the ability to explain complex topics clearly
  • Comfortable driving consistent outreach through multiple channels including email, text, phone, and video
  • Experience working with tools like Salesforce, or similar CRM, Tableau , and CS platforms
  • Understanding of the Customer Journey
  • Ability to prioritize tasks effectively and remain proactive in a remote environment
  • An alytical and organizational skills, with a systematic approach to problems
  • Collaborative mindset with a willingness to jump in and solve problems, even if they fall outside your lane
  • Passion for helping customers succeed, paired with a strong understanding of business goals and KPIs