Customer Success Manager

🕒 January 27

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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Subtext

WebsiteLinkedInAll Job Openings

11 - 50 employees

📱 Media

☁️ SaaS

Marketing • Media • SaaS

Subtext is an SMS marketing platform designed to engage audiences directly and at scale. The platform offers real-time text engagements, allowing organizations, creators, and businesses to communicate with their audience efficiently. Subtext helps build insider communities for fans, enabling private interactions and premium content sharing. The service is used by a diverse array of industries, from media and entertainment to sports and politics, providing tools for both focused messaging and mass engagement. Subtext also offers analytics to track engagement rates and other key metrics, empowering users to monetize and retain their audience effectively while avoiding the pitfalls of algorithms and inbox clutter.

📋 Description

• 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

🎯 Requirements

• 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 • 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