Customer Success Manager

Commify•Chattanooga, TN

2h•$55,000 - $60,000•Hybrid

About The Position

At Commify, we're not just a company, we're a globally connected team of innovators who love what we do. As a CPaaS leader with 25 years of groundbreaking experience, we're the force behind over 7 billion customer interactions each year, enabling businesses worldwide to connect via advanced channels like SMS, RCS, and complex mobile journeys. Our culture is our core strength. Operating across the UK, EMEA, the USA, and Australia, we've fostered a truly diverse and connected environment, earning a consistent 4 out of 5 culture score in our employee engagement surveys. You'll join a vibrant team where your diverse experience makes a daily global impact. We need talented people to grow a global company where everyone feels proud to belong, have a purpose and do their best to directly shape the digital future. TextRequest is one of our core USA brands directly connecting our customers to theirs, through the unmatched power of business texting services. Improving our customers capabilities to connect using scheduling, SMS payments, support, appointment reminders, and more. We are seeking a skilled and motivated Customer Success Manager to join our dynamic team and help drive customer satisfaction and business growth. The Role: A Customer Success Manager is responsible for ensuring smooth onboarding, driving customer retention, and accelerating revenue growth through expert account management and proactive support. The role involves ensuring 100% compliance, maximizing platform use, and maintaining positive customer engagement while identifying opportunities for account expansion and compliance oversight. We seek a detail-oriented professional with strong communication skills and experience in customer success or telecommunications. The role requires managing complex accounts, collaborating cross-functionally, and delivering excellent customer experiences with autonomy in daily operations and strategic initiatives. Customer Onboarding & Support: Lead end-to-end onboarding, including 10DLC approval and number provisioning; host customer meetings and training; provide ongoing support to maximize product adoption; and respond promptly to inquiries. Account Management & Revenue Operations: Drive revenue and retention through proactive outreach; handle billing and payment issues; perform regular account health checks and nurture engagement. Compliance & Risk Management: Monitor messaging for compliance issues; issue warnings and escalate complaints; verify suspicious accounts; manage offboarding of non-compliant or fraudulent accounts with thorough documentation. Account Management: Conduct quarterly outreach with personalized QBRs; maintain strategic relationships with premium accounts; develop growth strategies and identify expansion opportunities.

Requirements

Skilled and motivated
Detail-oriented professional
Strong communication skills
Experience in customer success or telecommunications
Ability to manage complex accounts
Ability to collaborate cross-functionally
Ability to deliver excellent customer experiences with autonomy in daily operations and strategic initiatives

Responsibilities

Lead end-to-end onboarding, including 10DLC approval and number provisioning
Host customer meetings and training
Provide ongoing support to maximize product adoption
Respond promptly to inquiries
Drive revenue and retention through proactive outreach
Handle billing and payment issues
Perform regular account health checks and nurture engagement
Monitor messaging for compliance issues
Issue warnings and escalate complaints
Verify suspicious accounts
Manage offboarding of non-compliant or fraudulent accounts with thorough documentation
Conduct quarterly outreach with personalized QBRs
Maintain strategic relationships with premium accounts
Develop growth strategies and identify expansion opportunities