Customer Success Manager

Based in Austin, Texas, TrueDialog is a Communications Platform-as-a-Service (CPaaS) company that offers an enterprise-grade SMS messaging platform designed for businesses of all sizes. Our award-winning platform is transforming how organizations connect with customers through text messaging - today's most engaging and responsive channel - with powerful capabilities and simplified implementation.

Through superior features, industry-leading security, and direct carrier connections, the platform deliver enterprise-grade reliability while reducing messaging costs by up to 75%. TrueDialog is trusted by thousands of brands, including Coca-Cola, Hilton, Kansas City Chiefs, Northern Tool, SubjectWell, and Tulane University.

As we continue to scale our business, we are looking for an exceptional Customer Success Manager to join the growing Customer Success team in our Austin, TX headquarters office located at 1705 S Capital of Texas Hwy, Austin, Texas 78746. We’re looking for someone who thrives in a dynamic environment, loves building relationships, and is passionate about helping customers succeed with innovative communication technology.

Reporting to the VP Customer Success, you will take initiative and ownership as a CSM of relationships with our valued customers by providing consultative guidance on their use of the award-winning TrueDialog SMS product to increase adoption, satisfaction, and long-term success.

Through active engagement with your portfolio of customers, you’ll track and measure customer health metrics, identify account risks early, and act as a trusted advisor to them in handling escalations. Ultimately, with a strategic and business mindset, you’ll proactively identify and upsell and cross-sell opportunities to expand customer relationships and increase revenue.

What You’ll Do

• Own the Customer Relationship - Serve as the primary point of contact for customers throughout the post-sales lifecycle, ensuring satisfaction, adoption, and long-term success in a data-driven fashion.

• E ngage & Educate - Advise on their SMS strategy, best practices and feature functionality. Conduct onboarding sessions, training, and regular business reviews to help customers maximize the value of the TrueDialog platform.

• Handle Escalations - Act as a trusted advisor during critical issues, coordinating resolution and communicating effectively with stakeholders.

• Monitor Health & Mitigate Risk - Analyze and track usage, customer health metrics, identify risks early, and develop action plans to prevent churn.

• Drive Expansion & Growth - With a commercial mindset, proactively identify and execute upsell and cross-sell opportunities to expand customer relationships and increase revenue. Expansion is a core priority for this role.
• Collaborate Across Teams - Work closely with Sales, Marketing, Product, and Support to deliver a seamless customer experience and advocate for customer needs internally.
• Share Insights - Provide feedback from customers to influence product roadmap and service improvements.

Requirements

• 3-5+ years in Customer Success or related roles (support, sales, account management, marketing, project management) with account ownership of a large portfolio of mid-market customers or similar.

• Industry experience in SMS/RCS messaging, CPaaS, and/or email amd marcom technology strongly preferred.

• Strong relationship building and communication skills.

• Consultative with a commercial mindset. Strong understanding of growth and retention techniques and strategies and proven track record of driving expansions and managing renewals, especially in high-risk accounts.

• Mental agility and business acumen.

• Curiosity, data-driven, ability to analyze data and transform insights into actionable strategies.

• A proactive, hands-on approach and ability to thrive in a dynamic, fast-paced environment.

• Passion for customer advocacy and delivering exceptional experiences.

• Experience in SaaS and familiarity with CRM tools (Salesforce, HubSpot, etc.).

We believe that together with our customers, coworkers, and/or partners, working side-by-side in spirit of the greater good, we accomplish positive outcomes. This role is right for someone who enjoys leveraging the strengths of others in the company to deliver the optimal experience to the customers. Likewise, the ideal candidate will be someone who contributes his/her/their strengths towards the success of the team as a whole.

Benefits

• Dynamic Work Environment: Join a passionate team in a fast-growing company with a strong product foundation, proven financials, and ambitious growth plans.
• Competitive Compensation: Attractive salary and benefits package in a remote company, including 70% of employee health benefits paid, 401k, strong PTO, and professional development opportunities.
• Growth Opportunities: Be a key player in a market that is poised for exponential growth, and scale-up environment where your insights and leadership will directly impact the company’s future
• Innovative Culture: Work in a collaborative, forward-thinking setting that values innovation, creativity, and data-driven decision-making with a strong team and proven Executive team.