The Customer Success Manager will oversee onboarding, compliance, operational support, and customer satisfaction for clients while managing multiple projects.
The Customer Success Manager supports the Subtext Customer Success team by ensuring smooth onboarding, compliance, and operational excellence for our clients. The ideal candidate will be detail-oriented, process-driven, and provide excellent customer service to ensure every Subtext client has a successful experience. This role will support a diverse range of clients, from local newsrooms to enterprise organizations, and handle the operational foundation that drives customer success.
The role:
- Manage end-to-end onboarding for new customers, including 10DLC registration, compliance verification, and technical setup
- Ensure all customer campaigns meet carrier compliance requirements and maintain proper 10DLC registration status
- Serve as the primary point of contact for day-to-day operational support and troubleshooting across our full client portfolio
- Process campaign setup requests, including content approval workflows and technical configurations
- Generate standard campaign reports and performance dashboards for customers
- Manage campaign recaps and routine customer check-ins to ensure satisfaction and reduce churn
- Create and maintain customer-facing documentation, setup guides, and onboarding materials
- Track and monitor customer health metrics
- Coordinate cross-functionally with product and dev teams to resolve customer issues
- Document customer feedback and common issues to help inform product improvements
What you'll bring to the table:
- 2+ years in a customer-facing, operations, or support role
- You're detail-oriented, organized, and customer-obsessed
- Comfortable working independently and following established processes
- Strong written and verbal communication skills
- You thrive on execution and getting things done efficiently
- Ability to learn technical systems quickly and explain them clearly to customers
- Comfortable presenting to and onboarding senior executives and stakeholders across client organizations
- Comfortable managing multiple ongoing projects and priorities
- Experience with compliance, carrier regulations, or SMS/messaging platforms is a plus
Additional Qualifications:
- Comfortable working in spreadsheets and tracking data (Excel/Google Sheets)
- Familiarity with CRM platforms (Salesforce, HubSpot, etc.)
- Experience creating and upkeep customer-facing documentation or training materials
- Basic understanding of APIs, webhooks, or technical integrations is a plus
- Prior experience in a B2B SaaS environment is preferred but not required
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