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
Top Skills
What We Do
Subtext is a powerful, award winning texting platform that enables publishers, journalists, artists, entertainers, social media personalities, and content creators to build authentic one-to-one and one-to-many conversations with their most engaged audiences through SMS. Subtext represents a breakthrough in solving the core challenges of audience engagement by making it easier to build, nurture, and monetize relationships in a sustainable way. By driving both revenue and engagement, Subtext is transforming how individuals and brands connect with their audiences and scale their businesses. With a 98% open-rate among US adults, 95% of messages read within three minutes of delivery and clickthrough rates up to 5x higher than email, Subtext cuts through the noise of traditional social and email channels, helping users to grow their brands, retain full ownership of their audiences, reach people where they are, and reduce subscriber churn. Subtext also enables hosts to reach and connect with every demographic - including those without internet access - offering unmatched accessibility.
Subtext works with some of the world’s most influential brands and creators across media, entertainment, and publishing. Customers include The Washington Post, The New York Times, Condé Nast, Hearst, Forbes, Penguin Random House, the USA Today Network, and IRONMAN.
In the music industry, Subtext partners with leading companies such as Sony Music, Universal Music, and BMG, supporting artists across every genre. Notable names like Barbra Streisand, Miley Cyrus, Maren Morris, Jelly Roll, and Maggie Rogers have all launched successful campaigns with Subtext.
Through collaborations with more than 100 news organizations, including The New York Times, The Washington Post, Gannett, the San Francisco Chronicle, and Newsweek, Subtext has powered hundreds of SMS campaigns that drive meaningful audience engagement and new revenue in the media space.
Subtext also provides a seamless experience for social media creators, empowering them to grow their communities and maintain full ownership of the audiences they’ve worked hard to build.
Today, Subtext powers over 16 million subscriber relationships across 200+ countries, delivering billions of text messages that cut through digital noise and reach people where they are. For more information, visit joinsubtext.com.
Why Work With Us
At Subtext, our mission is to empower publishers, brands, organizations, and creators to own their relationship with their audience—free from algorithms and distractions. We take work-life balance seriously, offering generous PTO, paid volunteer days, and flexible remote work, plus annual in-person gatherings to stay connected and inspired.
Gallery
