Customer Success Manager

EZTexting

1d•Remote

About The Position

We’re looking for a customer-first, detail-oriented Customer Success Manager (CSM) to join our growing team. In this role, you’ll work directly with a portfolio of SMB to mid-market customers, helping them maximize the value of our platform, increase adoption, and achieve long-term retention. This is an exciting opportunity to join a newly formed team and help shape what Customer Success looks like at EZ. We’re looking for someone who is proactive, resourceful, and thrives in a fast-paced environment where processes are still being defined. You’ll have the opportunity to bring fresh ideas, take ownership of your work, and contribute to building a strong foundation for how we support and grow our customer relationships. You’ll act as the main point of contact for your book of business, driving product engagement through proactive support, education, and strategic guidance. You will balance consistent outbound activity with thoughtful, insight-driven conversations, all with the goal of delivering value and preventing churn.

Requirements

4+ years of experiences, ideally in a Customer Success, Account Management, or similar customer-facing role at a SaaS or telecommunications company
Proven success managing a large portfolio of SMB or mid-market customers in a fast-paced, high-volume environment
Strong communication and relationship-building skills with the ability to explain complex topics clearly
Comfortable driving consistent outreach through multiple channels including email, text, phone, and video
Experience working with tools like Salesforce, or similar CRM, Tableau , and CS platforms
Understanding of the Customer Journey
Ability to prioritize tasks effectively and remain proactive in a remote environment
Analytical and organizational skills, with a systematic approach to problems
Collaborative mindset with a willingness to jump in and solve problems, even if they fall outside your lane
Passion for helping customers succeed, paired with a strong understanding of business goals and KPIs

Responsibilities

Own and manage a portfolio of SMB and mid-market customers, ensuring high levels of adoption, satisfaction, and retention
Develop strong customer relationships through regular check-ins, QBRs, Account Plans, training sessions, and strategic consultations
Monitor customer health and engagement using internal tools and trigger proactive outreach to reduce risk and increase product value
Collaborate closely with Product, Support, Sales, and Marketing to align on customer needs, feedback, and cross-functional initiatives
Be the voice of the customer back to our Product organization, communicate trending customer feedback and ideas
Maintain accurate and up-to-date records in Salesforce and other systems, documenting touchpoints, outcomes, and risk factors
Identify and lead resolution of risks, issues, and delays related to customer adoption
Build community and engagement across your customer base by initiating value-added programs such as customer webinars, consistent email cadences, feedback loops, and co-creating educational content with Product Marketing
Contribute to the creation and improvement of customer success playbooks, processes, and enablement content
Deliver insights and trends from the customer base to help inform go-to-market strategy and customer experience improvements
Support renewals and upsells as needed, but this role is not tied to revenue targets. Your focus will be on customer success, not sales.

Benefits

EZ Texting offers Best-in-Class healthcare cost sharing for Medical, Dental & Vision!
100% Employee Sponsored Medical, Dental, Vision Coverage
Stock Options
Pre-Tax Benefits, Fertility Benefits, and more
401k Plan Options
Unlimited PTO, Disconnect Days, Paid Holidays, and more
Remote-Work Optimization Benefits Including:
Home Office Stipend
Remote Flex Stipend
Cell-Phone/Internet Stipend
DoorDash Subscription
And More!!!