Note: The job is a remote job and is open to candidates in USA. Subtext is a company focused on customer success, and they are seeking a Customer Success Manager to support their team. The role involves onboarding new clients, ensuring compliance, and providing operational support to enhance customer satisfaction.
Responsibilities
- 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
Skills
- 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
- 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
Company Overview