Customer Success Manager (Remote)

Telnyx•Austin, TX

9h•Remote

About The Position

Telnyx is an industry leader that's not just imagining the future of global connectivity—we're building it. From architecting and amplifying the reach of a private, global, multi-cloud IP network, to bringing hyperlocal edge technology right to your fingertips through intuitive APIs, we're shaping a new era of seamless interconnection between people, devices, and applications. We're driven by a desire to transform and modernize what's antiquated, automate the manual, and solve real-world problems through innovative connectivity solutions. As a testament to our success, we're proud to stand as a financially stable and profitable company. Our robust profitability allows us not only to invest in pioneering technologies but also to foster an environment of continuous learning and growth for our team. Our collective vision is a world where borderless connectivity fuels limitless innovation. By joining us, you can be part of laying the foundations for this interconnected future. We're currently seeking passionate individuals who are excited about the opportunity to contribute to an industry-shaping company while growing their own skills and careers.

Requirements

2+ years of customer service experience supporting a highly technical product (APIs, telecom, SaaS infrastructure, or similar), or 2+ years of project management experience in a technical or professional setting
Genuine technical curiosity—you're comfortable digging into how a product works under the hood, reading documentation, and troubleshooting technical issues without hand-holding
AI-forward mindset—you actively use AI tools in your day-to-day work and look for ways to apply them to customer success workflows, data analysis, and process automation
Resourcefulness—you're technically competent and enjoy solving problems for customers and teammates
Advanced organizational and time management skills
Excellent project management abilities, developing workflows to increase troubleshooting efficiency while following standard processes
Impeccable written and verbal communication—you're a strong listener who can stand in your customer's shoes
Analytical thinking—ability to analyze, synthesize, and apply information to solve problems swiftly while weighing pros, cons, and downstream effects
Integrity, transparency, and a bias toward action
Adaptability and introspection—ability to work under pressure and help others

Nice To Haves

Telecommunications background is a plus

Responsibilities

Managing our long-tail customer accounts
Ensuring a smooth messaging compliance experience for customers across various channels
Being the go-to resource for community customers navigating platform usage, pricing, discounts, and escalations
Identifying expansion opportunities and looping in sales when appropriate
Supporting customers through SMS setup, compliance reviews, and troubleshooting to ensure messaging success
Tracking daily, weekly, and monthly metrics tied to community customers (accounts under $5K monthly spend)
Remaining responsive and available to maximize customer satisfaction—addressing inquiries, technical requests, and following through on timelines
Proactively identifying issues across your book of customers and engaging internal teams to resolve them
Leveraging AI tools daily to automate workflows, surface insights, and optimize how you manage your book of business
Responding to customer inquiries about messaging compliance, content guidelines, and registration timelines
Developing strong relationships with key stakeholders, establishing critical goals and KPIs, and helping customers achieve their messaging objectives
Reviewing prospective traffic for compliance and working with customers to resolve messaging issues
Coordinating with the Telnyx Messaging Team to ensure a smooth compliance experience
Maintaining and managing large datasets while keeping customers informed throughout the process