Customer Success Manager (SMB)

About the Role

Solutions By Text is passionate about its customers so we’re seeking a SMB Customer Success Manager (CSM) to join our rapidly expanding team. As a SMB Customer Success Manager, you will manage a large portfolio of customers using a data-driven, systematic approach to drive product adoption, retention, and expansion by delivering targeted, scalable engagement strategies. Your goal will be to drive best in class customer retention along with selective expansion.You’ll work cross functionally with our product, marketing, accounting, and customer support teams to create efficiency and scale for this customer revenue segment.

Key Responsibilities

Job Specific Duties

• Help build the foundation of a Scaled Customer Success model at Solutions by Text.
• Act as the central point of contact for our SMB customers as a collective unit
• Utilize customer data, to identify trends, that allow us to create targeted engagement campaigns and associated playbooks for customers at different spots in their journey with us.
• Successfully identify and implement strategies for retaining “at risk” customers.
• Respond to customer inquiries, while over time implementing scaled solutions for customer management and response
• Monitor portfolio health. Identify customer risks and develop mitigation plans.
• Maintain accurate records of all customer interactions and action items.

Required Skills and Qualifications

• 5+ years of applicable experience in a Customer Success/Relationship Manager position. Ideally having worked in or built a scaled customer success model.
• Passion for driving customer success and measurable business outcomes.
• Ability to prioritize tasks and initiatives in a fast-paced environment.
• Ability to listen and collaboratively problem-solve.
• Strong communication skills. Comfortable setting expectations and goal setting as well as navigating conflict.
• Driven and competitive with a strong desire to overachieve.
• Curious, coachable, and a willingness to learn
• Passion for increasing customer happiness and deepening customer relationships.
• Ability to multi-task, prioritize, and manage time effectively
• Excel skills
• BA/BS preferred or similar experience

Preferred Skills and Qualifications

• Previous experience with SMS/Text Servicing
• Previous experience with Payment Services

General Duties and Expectations

• Adhere to the Company's Code of Conduct/Ethics.
• Create and maintain effective working relationships with other Company employees.
• Ability to multi-task, prioritize, and manage time effectively.
• Contribute to the professional culture within the office and the company overall.
• Project a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors.
• Ensure security of information in all matters pertaining to company, client, and consumer information.
• Ability to travel for in-person meetings at least four times a year.

About Solutions by Text

Solutions by Text (SBT) was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX  with remote teams and offices throughout the United States.

Game-changing Technology Built for Growth

Solutions By Text (SBT) is changing the way highly regulated businesses engage, interact and transact with customers via their mobile devices. Since adding its first customer, SBT has quickly become the leading text provider to consumer finance companies and various other regulated industries. Recognized as part of the Inc. 5000 fastest growing companies as well as Best Places to Work, SBT continues to evolve and expand through the addition of great employees who desire an exciting, collaborative culture.

Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business.  Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.