Senior Customer Success Manager

About the Role

Solutions By Text is passionate about its customers so we’re seeking a Senior Customer Success Manager (CSM) to join our rapidly expanding team. As a Senior CSM, you will engage with our large customers to build deep understanding of their business and promote mutual success plans. Your goal will be to foster long-term relationships and consult on strategies that increase customer retention, renewals, and expansion. You will be responsible for the customer’s overall experience and success, including planning, customer health, adoption, and impact..

Key Responsibilities

Job Specific Duties

• Act as the central point of contact for Lending and Banking customers on a day-to-day basis
• Develop and manage account plans in partnership with your Account Executive
• Drive adoption of SBT solutions to drive revenue growth
• Monitor customer health. Identify customer risks and develop mitigation plans to prevent churn and revenue compression .
• Develop customer advocates within your territory to support case study development
• Leverage data and insights to support customer goals and show value.
• Champion innovation by sharing best practices and thought leadership to help customers maximize the value of SBT solutions.
• Obsess about customer satisfaction, delivering an exceptional customer experience.
• Maintain accurate records of all customer interactions and action

Compliance Duties

The Customer Success Manager will be a key supporter of compliant texting. Including:

• Identify non-conforming processes or
• Promote best practices in compliance with customers.
• Stay current on industry regulations including FDCPA, TCPA, CTIA and other industry-related requirements.
• Adhere to the Company's Code of Conduct/Ethics.
• Ensure the security of information.

Required Skills and Qualifications

• 5+ years of applicable experience in a Customer Success/Relationship Manager position
• Passion for driving customer success and measurable business outcomes.
• Demonstrated ability to articulate SBT’s business value.
• Be inherently curious; ability to listen and collaboratively problem-solve in real time.
• Strong communication skills. Comfortable setting expectations and goal setting as well as navigating conflict.
• Driven and competitive with a strong desire to overachieve.
• Projects a professional and appropriate image in all dealings with colleagues, clients, vendors, business partners and visitors.
• 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.

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. For more information, visit https://solutionsbytext.com/.

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.