Customer Success Manager
About The Position
As a Customer Success Manager at OneText, you’ll play a key role in helping ecommerce brands drive meaningful results through our platform. You’ll manage a portfolio of customers, guide them through onboarding, drive product adoption, and act as their trusted advisor. You’ll be part of a small, fast-growing team that collaborates daily with engineering, product, and sales to deliver an exceptional customer experience. Your responsibilities will include: Customer Engagement: Own the customer journey for your assigned accounts, acting as the trusted advisor who guides them through onboarding, drives adoption, and ensures they achieve success with OneText every step of the way. Customer Advocacy: Advocate for customers by bringing their insights and feedback to the engineering and UX teams, serving as the customer’s voice at the company table. Regularly assess customer health, tracking engagement and usage to identify risks or growth opportunities. Identify and nurture customer champions for case studies, testimonials, and reference programs. Problem Solving & Collaboration: Proactively resolve customer challenges, finding scrappy solutions when needed. Partner with engineering and product teams to communicate feedback and help prioritize roadmap improvements. Scalable Customer Success Processes: Collaborate with the Customer Success Team to design and refine workflows and playbooks. Help build and implement automation tools to reduce repetitive tasks, allowing the team to focus on what truly matters: driving customer success and solving customer needs. Hold webinars, write educational content, and build creative ways to showcase new features and best practices.
Requirements
- Scrappiness and comfort with ambiguity - throw stuff at the wall until it works
- It's not your first rodeo - you don’t need 10 years of experience. But we’re expecting prior customer success experience where you’ve managed customer relationships in a SaaS or tech environment, driving retention and growth
- Experience working in a high-growth startup
- Able to dive deep into a customer's use case and business and recommend solutions to them
- Fast learning and excellent at making complicated tasks smaller and faster
- Tech Familiarity: Experience with customer success tools like Salesforce, Vitally, or Pylon is a plus
Nice To Haves
- Experience working in the e-commerce, Fintech, and SaaS industry
Responsibilities
- Own the customer journey for your assigned accounts, acting as the trusted advisor who guides them through onboarding, drives adoption, and ensures they achieve success with OneText every step of the way.
- Advocate for customers by bringing their insights and feedback to the engineering and UX teams, serving as the customer’s voice at the company table.
- Regularly assess customer health, tracking engagement and usage to identify risks or growth opportunities.
- Identify and nurture customer champions for case studies, testimonials, and reference programs.
- Proactively resolve customer challenges, finding scrappy solutions when needed.
- Partner with engineering and product teams to communicate feedback and help prioritize roadmap improvements.
- Collaborate with the Customer Success Team to design and refine workflows and playbooks.
- Help build and implement automation tools to reduce repetitive tasks, allowing the team to focus on what truly matters: driving customer success and solving customer needs.
- Hold webinars, write educational content, and build creative ways to showcase new features and best practices.
Benefits
- Health, Vision, and Dental Insurance
- Untracked PTO
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
