Remote Job Description

We’re on the search for a Customer Success Manager with proven experience building relationships with our customers. As these customers first point of contact, you’ll coordinate with them to ensure they have a flawless onboarding experience, helping them fall in love with SimpleTexting. The text marketing journey is an exciting one, and you’ll be the trusty guide for those who embark on it. Prior client-facing experience at a B2B company is a must. Bonus points if you have a background in sales.

About Us

SimpleTexting is a SaaS company that makes it easy for businesses of all sizes to text their audience. Our customers use us to send marketing campaigns, important alerts, and have two-way sales and customer support conversations. Over the last decade, we’ve helped countless organizations better communicate with the people most important to them. We continue to set ambitious goals and are looking for someone who can help us meet them.

SimpleTexting is proudly part of Sinch, a leading global Communication Platform as a Service (CPaaS) provider, offering messaging, voice and video communication solutions to a large global customer base. Sinch’s APIs and platform deal with over 145 billion engagements annually. Enterprise customers include 8 out of 10 of the largest US tech companies by market capitalization, major airlines, banks, retail, e-tail, internet, ride-hailing, parcel delivery companies and more.


  • Take responsibility for the success of our customers throughout their entire lifecycle. You’ll help them achieve their business goals by evaluating their unique needs, treating them as if they were customers of your own business.
  • Lead live coaching sessions and presentations to train customers in the use of our platform. You'll also answer questions via phone, email, and live chat.
  • Follow a cadence of outreach to customers based on specific milestones (quarterly and annual reviews, subscription changes, etc.) and individual client needs.
  • Help customers fall in love with SimpleTexting by enabling them to adopt our product as quickly and effectively as possible.
  • Proactively reach out to clients that show risks of churn, discuss their use case, gather feedback, and formulate a plan to keep their business.
  • Proactively reach out to clients to perform goals and needs analysis to uncover expansion or upsell opportunities
  • Liaise with other departments, such as support, integrations, and product, to help meet client needs and create effective solutions.
  • Assist with a client’s billing needs, which may include negotiating price, making strategic recommendations on usage, and creating special agreements.
  • Be a trusted partner by identifying expansion opportunities to help clients continue to meet their goals through new features, workflows, etc.
This Role Is For You If

  • You love to think outside the box and come up with proactive, creative solutions for meeting a company’s strategic needs and goals
  • You have no problem fielding advanced product and technical questions.
  • You’re confident, articulate, and sensitive to the needs of others.
  • You know how to listen and are a pro at presenting.
  • You have a knack for de-escalating and reducing churn when necessary.
  • You enjoy juggling multiple tasks at once in a fast-paced environment.
  • You enjoy exploring every avenue for a solution before arriving at the conclusion that there isn’t one.
Minimum Qualifications

  • At least 2 years of experience working with customers, preferably in a CSM, Account Executive, or other account management role with a SaaS company.
  • English is your primary language. Secondary languages are a plus.
  • Healthy customer obsession and focus on delivering an exceptional customer experience.
  • Experience evaluating customer needs, consulting with customers, and offering optimal solutions.
  • Ability to work cooperatively in a team environment, carrying out appropriate hand-offs and escalations.
  • Solid track record of managing high-value accounts in a way that demonstrates an understanding of the value of those accounts.
  • Self-starter with a positive attitude.
  • Highly organized. You can manage and prioritize several different projects.
  • Ability to pivot quickly in a fast-paced environment.
  • Familiarity with chat and CRM platforms.
  • Ability to learn new software platforms quickly.
Bonus Points

  • Bachelor’s degree, preferably in a related field of study.
  • Experience conducting product demos using software such as Zoom
  • Experience with customer success platforms
Compensation and Benefits

  • This is a full-time remote position for a fully distributed company (we’ve been remote for years, long before COVID).
  • Competitive compensation (based on experience)
  • Generous bonus based on achievement to target
  • Flexible time-off policy with a 10-day minimum. Take the time that you need to operate at peak performance. We don’t limit vacation, sick or personal days.
  • Regular team meetups (once we’re able to organize these safely).
  • Note: this is a full-time position with a set schedule during US business hours
Our values of Dream big, Win together, Keep it simple and Make it happen are what make us successful on our journey to be the global leader in customer engagement for SMBs, so people who feel a connection to these values and like the pace of a fast-growing global company will easily fit into our team. We are committed to building a company that empowers individuals from a diverse set of backgrounds to be their authentic self and bring their values into their work. We know that the more diverse and inclusive we are, the better our success will be.