Customer Success Manager

***Strengthening and empowering all of the communities we serve*** Subtext is hiring a **Customer Success Manager** who will support the 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. Compensation for this position is comprised of a base salary plus incentive compensation. The base salary range is $75,000 to $85,000 per year. Additional incentives bring total potential compensation to $115,000 to $125,000. **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:** - Bachelor's degree or equivalent experience - Minimum 2 years in a customer-facing, operations, or support role - 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