Customer Success Manager

The Customer Success Manager supports the Subtext Customer Success team by ensuring smooth onboarding, compliance, and operational excellence for our clients. The ideal candidate will be detail-oriented, process-driven, and provide excellent customer service to ensure every Subtext client has a successful experience. This role will support a diverse range of clients, from local newsrooms to enterprise organizations, and handle the operational foundation that drives customer success.

The role:

• 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

• 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