Customer Success Manager
SimpleTexting

Headquarters: Miami Beach, FL
URL: https://simpletexting.com/

• Take responsibility for the success of high-value 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 clients 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.
• 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.

• You love to think outside the box and come up with proactive, creative solutions, especially suited to the needs of large corporations and organizations.
• 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.

• At least 2 years of experience working with customers, preferably in a CSM, Account Executive, or other account management role with a SaaS company.
• Familiarity with chat and CRM platforms.
• Healthy customer obsession and focus on delivering an exceptional customer experience.
• English is your primary language. Secondary languages are a plus.
• Ability to learn new software platforms quickly.
• 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.
• 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.

• Bachelor’s degree, preferably in a related field of study.
• 2+ years of experience as a CSM, Account Executive, or other account management role with a SaaS company
• Experience conducting product demos using software such as Zoom
• Experience with customer success platforms

• This is a full-time remote position for a fully distributed company (we’ve been remote for years, long before COVID).
• Unlimited 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.
• Excellent healthcare plan, with 100% of your employee premiums paid for (US only).
• Annual team meetups (once we’re able to organize these safely).

To apply: https://weworkremotely.com/remote-jobs/simpletexting-customer-success-manager-3