Role overview

Qualifications

2+ years in a customer-facing, operations, or support role
Detail-oriented, organized, and customer-obsessed
Strong written and verbal communication skills
Ability to learn technical systems quickly and explain them clearly to customers

Responsibilities

Manage end-to-end onboarding for new customers, including 10DLC registration, compliance verification, and technical setup
Ensure 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 the client portfolio
Generate standard campaign reports and performance dashboards for customers

Key facts

Remote from: Austria, United States
Full time
Mid-level (2-5 years)
Customer Success Manager (CSM)
English

Hard skills

Webhooks Client Services Registration Short Message Peer-To-Peer Cross-Functional Collaboration KPI Reporting Operations Research Training Documentation HubSpot CRM Customer Experience Improvement Executive Conversations Project Management Compliance Management System Configuration Operational Support And Analysis Online Communication Customer Centricity

Other skills

Google Sheets
Technical Acumen
Multitasking
Detail Oriented
Verbal Communication Skills

About the company

Subtext

Subtext is a text messaging platform that connects creators, entertainers, media companies, brands, and thought leaders with their audiences - free from the chaos of social media and the clutter of email. Subtext clients include Sony Music, the USA Today Network, Warner Music, Hearst, and the New York Post. Subtext is the fourth product spinout from the Alpha Group, a successful incubator for new technology and media properties inside Advance Local. Advance Local is a unit of Advance, whose portfolio of exceptional companies includes Condé Nast, Advance Local, Stage Entertainment, American City Business Journals, Leaders Group, Turnitin, 1010data, and Pop. Named on the list of the World's Most Innovative Company by Fast Company Digiday's 2022 Subscription Platform Of The Year Text "DEMO" to: (408) 549-7320 We're hiring! Reach out to inquire about open opportunities at work@joinsubtext.com Open roles: - Customer Success Director of Strategic Growth - Customer Success Manager - Operations & Onboarding - Customer Success Manager - Strategic Growth - Account Executive - Sales Development Representative

Company details

Company typeStartup

Company size11 - 50

Links

Website LinkedIn See all jobs

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Job description

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

What you'll bring to the table:

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

Additional Qualifications:

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