Customer Success Manager

Who We Are
EZ Texting is a recognized leader in text message marketing for small and medium-sized businesses and organizations, setting the standard for professional texting. Our messaging solutions allow everyone to easily and effectively reach their mobile audiences.
We believe in empowering our customers, from nonprofits to retailers, to activate their audience engagement superpowers, one text at a time - and we're looking for people like you to join our team!
Our employees are our greatest strength and we are committed to hiring exceptional, values-aligned talent. We have consistently been rated a Top 100 workplace and are committed to being a best-in-class remote work employer - with benefits to match!
We are currently only hiring in CA, NY, TX, MA, WA, GA, PA, FL, TN, and DC . At this time, we are not able to consider candidates outside of these states.
Role Overview :
We're looking for a customer-first, detail-oriented Customer Success Manager (CSM) to join our growing team. In this role, you'll work directly with a portfolio of SMB to mid-market customers, helping them maximize the value of our platform, increase adoption, and achieve long-term retention.
This is an exciting opportunity to join a newly formed team and help shape what Customer Success looks like at EZ. We're looking for someone who is proactive, resourceful, and confident working in a fast-paced environment where some processes are still being defined. You'll have the opportunity to bring fresh ideas, take ownership of your work, and contribute to building a strong foundation for how we support and grow our customer relationships.
You'll act as the main point of contact for your book of business, driving product engagement through proactive support, education, and strategic guidance. You will balance consistent outbound activity with thoughtful, insight-driven conversations, all with the goal of delivering value and preventing churn.
Primary Responsibilities :

• Own and manage a portfolio of SMB and mid-market customers, ensuring high levels of adoption, satisfaction, and retention
• Develop strong customer relationships through regular check-ins, QBRs, Account Plans, training sessions, and strategic consultations
• Monitor customer health and engagement using internal tools and trigger proactive outreach to reduce risk and increase product value
• Collaborate closely with Product, Support, Sales, and Marketing to align on customer needs, feedback, and cross-functional initiatives
• Be the voice of the customer back to our Product organization, communicate trending customer feedback and ideas
• Maintain accurate and up-to-date records in Salesforce and other systems, documenting touchpoints, outcomes, and risk factors
• Identify and lead resolution of risks, issues, and delays related to customer adoption
• Build community and engagement across your customer base by initiating value-added programs such as customer webinars, consistent email cadences, feedback loops, and co-creating educational content with Product Marketing
• Contribute to the creation and improvement of customer success playbooks, processes, and enablement content
• Deliver insights and trends from the customer base to help inform go-to-market strategy and customer experience improvements
• Support renewals and upsells as needed, but this role is not tied to revenue targets. Your focus will be on customer success, not sales.

Required Skills :

• 4+ years of experiences, ideally in a Customer Success, Account Management, or similar customer-facing role at a SaaS or telecommunications company
• Proven success managing a large portfolio of SMB or mid-market customers in a fast-paced, high-volume environment
• Strong communication and relationship-building skills with the ability to explain complex topics clearly
• Comfortable driving consistent outreach through multiple channels including email, text, phone, and video
• Experience working with tools like Salesforce, or similar CRM, Tableau , and CS platforms
• Understanding of the Customer Journey
• Ability to prioritize tasks effectively and remain proactive in a remote environment
• An alytical and organizational skills, with a systematic approach to problems
• Collaborative mindset with a willingness to jump in and solve problems, even if they fall outside your lane
• Passion for helping customers succeed, paired with a strong understanding of business goals and KPIs

What We Offer
Compensation : This role is eligible for equity and the benefits & perks listed below. Depending on your location, the starting cash compensation range, inclusive of Base Salary + Variable Target, vs base salary only is:
Tier 1 (Bay Area, NYC, SEA) : $100,000 - $133,000
Tier 2 (LA, SD, BOS, ATX, DC, PHI): $97,000 - $128,000
Tier 3 (DAL, ATL, HOU, NSH, MIA, ALB): $90,000 - $122,000
Tier 4 (Other): $79,000 - $111,000
Our compensation market ranges are determined by role, level, and location. The range provided reflects the target cash compensation for new hires in major metropolitan areas. Actual compensation will vary based on the candidate's specific location, skills, experience, and capabilities, as well as internal benchmarking.
Benefits & Perks : EZ Texting offers Best-in-Class healthcare cost sharing for Medical, Dental & Vision! Learn more about our robust benefit inclusions below:

• 100% Employee Sponsored Medical, Dental, Vision Coverage
• Stock Options
• Pre-Tax Benefits, Fertility Benefits, and more
• 401k Plan Options
• Unlimited PTO, Disconnect Days, Paid Holidays, and more

Remote-Work Optimization Benefits Including

• Home Office Stipend
• Remote Flex Stipend
• Cell-Phone/Internet Stipend
• DoorDash Subscription

And More!!!
Equal Opportunity Employer
EZ Texting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to age, race, color, national origin, citizenship, marital status, sex, gender, gender identity, gender expression, sexual orientation, medical condition, disability, veteran or military status, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.