TrueDialog: Business Texting Platform

Customer Success Manager

TrueDialog: Business Texting Platform

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • United States

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About the role

  • 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.

Requirements

  • 3-5+ years in Customer Success or related roles (support, sales, account management, marketing, project management) with account ownership of a large portfolio of mid-market customers or similar.
  • Industry experience in SMS/RCS messaging, CPaaS, and/or email amd marcom technology strongly preferred.
  • Strong relationship building and communication skills.
  • Consultative with a commercial mindset. Strong understanding of growth and retention techniques and strategies and proven track record of driving expansions and managing renewals, especially in high-risk accounts.
  • Mental agility and business acumen.
  • Curiosity, data-driven, ability to analyze data and transform insights into actionable strategies.
  • A proactive, hands-on approach and ability to thrive in a dynamic, fast-paced environment.
  • Passion for customer advocacy and delivering exceptional experiences.
  • Experience in SaaS and familiarity with CRM tools (Salesforce, HubSpot, etc).
Benefits
  • Dynamic Work Environment: Join a passionate team in a fast-growing company with a strong product foundation, proven financials, and ambitious growth plans.
  • Competitive Compensation: Attractive salary and benefits package in a remote company, including 70% of employee health benefits paid, 401k, strong PTO, and professional development opportunities.
  • Growth Opportunities: Be a key player in a market that is poised for exponential growth, and scale-up environment where your insights and leadership will directly impact the company’s future
  • Innovative Culture: Work in a collaborative, forward-thinking setting that values innovation, creativity, and data-driven decision-making with a strong team and proven Executive team.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementdata analysisgrowth strategiesretention techniquesupsellingcross-sellingonboardingtrainingrisk mitigation
Soft skills
relationship buildingcommunicationconsultative mindsetmental agilitybusiness acumencuriosityproactive approachadaptabilitycustomer advocacyexceptional experience delivery