Customer Success Manager - Onboarding and Operations

Subtext is an award-winning text subscription platform designed to make it easy for creators, thought leaders, brands, media companies and more to text with their biggest supporters. We built Subtext because we know texting is the way to have authentic and meaningful conversations, bypassing algorithms, spam and trolls. We believe our clients should own the relationship with their fans versus renting it from social platforms. In doing so, we created a solution that complements the simplicity of texting and optimizes it to allow for mass messaging, 1:1 conversation, and subscription level monetization.

The Customer Success Manager - Onboarding and Operations Specialist is a key player on the Subtext Client Strategy team, responsible for creating a seamless customer journey. The ideal candidate will provide excellent customer service and ensure that every Subtext client has a successful experience with the product and service. This is a great opportunity to work on a fun team with a young company, and gain experience working with both large and small media, sports, and political partners.

The role:
• Responsible for onboarding new customers, communicating product value proposition, and driving platform adoption and retention
• Serve as post-sale client facing lead on communicating platform capabilities, product rollouts and new feature adoption
• Campaign reporting by processing qualitative or quantitative data and drawing insightful conclusions and proactive solutions
• Responsible for campaign recaps and reducing customer churn
• Strategize with customers for expanded use of Subtext that aligns with their engagement and revenue goals
• Produce product materials, trainings, blog posts, customer newsletters, and other product materials that will support our customers on the platform
• Work cross-functionally with marketing, sales, product, and dev teams on evolving customer workflows to accommodate growth
• Detect, translate and record customer’s product needs to help direct roadmap

What you’ll bring to the table:
• 3+ years in a customer or audience facing role
• You’re customer obsessed and a team player
• A self-starter with an entrepreneurial spirit
• You’re as strategic as you are someone who likes to execute and get the job done
• A clear internal and external communicator, who knows how to navigate the complexities of working with a remote team
• You prefer listening, over talking, and translating what you hear into actionable items for both our customers and the Subtext team
• Comfortable presenting and meeting with companies of all sizes and with multiple stakeholders
• A plus is having experience working with media, sports, and political partners
• Experience working with a B2B SaaS product is preferred but not required

Additional Qualifications: • Familiarity with analytics and KPI tracking (some proficiency in analyzing data sets in excel is a plus!) • Familiarity in developing client decks and presentation software (i.e. PowerPoint, Keynote) • Prior copywriting and storytelling experience

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