Customer Success Manager (Remote)

The Role

As a Customer Success Manager, you'll own two key responsibilities: managing our long-tail customer accounts and ensuring a smooth messaging compliance experience for customers across various channels. You'll be the go-to resource for community customers navigating platform usage, pricing, discounts, and escalations—identifying expansion opportunities and looping in sales when appropriate. You'll also support customers through SMS setup, compliance reviews, and troubleshooting to ensure messaging success. This role is best suited for someone who's technically fluent, comfortable in the weeds of a complex product, and excited to use AI tools to work smarter and faster.

What you'll do

• Track daily, weekly, and monthly metrics tied to community customers (accounts under $5K monthly spend)
• Remain responsive and available to maximize customer satisfaction—addressing inquiries, technical requests, and following through on timelines
• Proactively identify issues across your book of customers and engage internal teams to resolve them
• Leverage AI tools daily to automate workflows, surface insights, and optimize how you manage your book of business—we're looking for someone who's already building AI into how they work, not just open to it
• Respond to customer inquiries about messaging compliance, content guidelines, and registration timelines
• Develop strong relationships with key stakeholders, establish critical goals and KPIs, and help customers achieve their messaging objectives
• Review prospective traffic for compliance and work with customers to resolve messaging issues
• Coordinate with the Telnyx Messaging Team to ensure a smooth compliance experience
• Maintain and manage large datasets while keeping customers informed throughout the process

What you'll bring

• 2+ years of customer service experience supporting a highly technical product (APIs, telecom, SaaS infrastructure, or similar), or 2+ years of project management experience in a technical or professional setting—telecommunications background is a plus
• Genuine technical curiosity—you're comfortable digging into how a product works under the hood, reading documentation, and troubleshooting technical issues without hand-holding
• AI-forward mindset—you actively use AI tools in your day-to-day work and look for ways to apply them to customer success workflows, data analysis, and process automation
• Resourcefulness—you're technically competent and enjoy solving problems for customers and teammates
• Advanced organizational and time management skills
• Excellent project management abilities, developing workflows to increase troubleshooting efficiency while following standard processes
• Impeccable written and verbal communication—you're a strong listener who can stand in your customer's shoes
• Analytical thinking—ability to analyze, synthesize, and apply information to solve problems swiftly while weighing pros, cons, and downstream effects
• Integrity, transparency, and a bias toward action
• Adaptability and introspection—ability to work under pressure and help others

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