Customer Success Manager at an EdTech SaaS company managing customer renewals and support. Collaborating with leadership to drive engagement and retention in New York.
About the role
- Customer Success Manager managing customer relationships and driving adoption in a CPaaS company. Engaging customers and leveraging SMS technology for enhanced communication success.
Responsibilities
- 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.
- Engage & 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).
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.
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