Customer Success Manager II
About The Position
As a Customer Success Manager II, you will take ownership of a portfolio of customers with increasing complexity and strategic value, acting as a key partner in their long-term success. Through proactive engagement, strategic planning, and a deep understanding of customer goals, you’ll drive product adoption, enable value realization, and foster strong, trust-based relationships that support retention and growth. In this role, you’ll collaborate cross-functionally with Sales, Product, Support, and Implementation teams to deliver a seamless and outcomes-focused customer experience. You’ll guide customers through best messaging practices and tailored use cases, lead onboarding transitions and business reviews, and maintain strategic success plans that align our solutions with their evolving needs. You’ll also play a critical role in identifying and mitigating churn risks, surfacing customer feedback to influence internal strategy, and supporting expansion opportunities through thoughtful, consultative engagement. This role is ideal for a Customer Success / Account Management professional with a strong foundation in customer relationship management, ready to take on strategic work across a diverse and high-impact customer base.
Requirements
- A bachelor's degree and a minimum of 2 years of related experience in telecommunications, mobile messaging, or an adjacent technology field; or an advanced degree without experience; or equivalent industry work experience.
- Strong interpersonal skills with the ability to build rapport, manage expectations, and guide customer conversations with empathy and confidence.
- Excellent verbal and written communication.
- Working knowledge of Customer Success platforms, CRM tools, and collaboration tools.
- Familiarity with customer lifecycle management, usage data interpretation, and account planning.
- Proven ability to work cross-functionally and manage multiple priorities across a portfolio of customers.
- Candidates must reside near one of our hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO; Seattle, WA.
Nice To Haves
- Core Competencies: Churn Prevention, Building Customer Relationships, Success Planning, Stakeholder Alignment, Resource Savvy.
Responsibilities
- Take ownership of a portfolio of customers with increasing complexity and strategic value.
- Act as a key partner in customers' long-term success.
- Drive product adoption through proactive engagement and strategic planning.
- Enable value realization for customers.
- Foster strong, trust-based relationships to support retention and growth.
- Collaborate cross-functionally with Sales, Product, Support, and Implementation teams.
- Guide customers through best messaging practices and tailored use cases.
- Lead onboarding transitions and business reviews.
- Maintain strategic success plans that align solutions with evolving customer needs.
- Identify and mitigate churn risks.
- Surface customer feedback to influence internal strategy.
- Support expansion opportunities through thoughtful, consultative engagement.
Benefits
- Comprehensive market competitive medical, dental, and vision plans.
- Variety of supplemental plans.
- Access to telehealth for all participants.
- Free virtual counselling resources through our global Employee Assistance Program.
- Roth and Pre-tax 401(k) options including an employer match.
- Generous paid time off program.
- Paid parental leave and family planning support.
- Flexible remote work offerings.
- Paid time off to support a volunteer program of your choice.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
