TrueDialog: Business Texting Platform

Customer Success Manager

• Own the Customer Relationship - Serve as the primary point of contact for customers throughout the post-sales lifecycle, ensuring satisfaction, adoption, and long-term success in a data-driven fashion.
• Engage & Educate - Advise on their SMS strategy, best practices and feature functionality. Conduct onboarding sessions, training, and regular business reviews to help customers maximize the value of the TrueDialog platform.
• Handle Escalations - Act as a trusted advisor during critical issues, coordinating resolution and communicating effectively with stakeholders.
• Monitor Health & Mitigate Risk - Analyze and track usage, customer health metrics, identify risks early, and develop action plans to prevent churn.
• Drive Expansion & Growth - With a commercial mindset, proactively identify and execute upsell and cross-sell opportunities to expand customer relationships and increase revenue. Expansion is a core priority for this role.
• Collaborate Across Teams - Work closely with Sales, Marketing, Product, and Support to deliver a seamless customer experience and advocate for customer needs internally.
• Share Insights - Provide feedback from customers to influence product roadmap and service improvements.