Customer Success Manager

<meta><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><b><strong style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Role Overview</strong></b><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">:</span></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:12pt;margin-bottom:12pt;"=""><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">We’re looking for a customer-first, detail-oriented </span><b><strong style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Customer Success Manager (CSM)</strong></b><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;"> to join our growing team. In this role, you’ll work directly with a portfolio of SMB to mid-market customers, helping them maximize the value of our platform, increase adoption, and achieve long-term retention.</span></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:12pt;margin-bottom:12pt;"=""><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">This is an exciting opportunity to join a newly formed team and help shape what Customer Success looks like at EZ. We’re looking for someone who is proactive, resourceful, and confident working in a fast-paced environment where some processes are still being defined. You’ll have the opportunity to bring fresh ideas, take ownership of your work, and contribute to building a strong foundation for how we support and grow our customer relationships.</span></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:12pt;margin-bottom:12pt;"=""><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">You’ll act as the main point of contact for your book of business, driving product engagement through proactive support, education, and strategic guidance. You will balance consistent outbound activity with thoughtful, insight-driven conversations, all with the goal of delivering value and preventing churn.</span></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><b><strong style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Primary Responsibilities</strong></b><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">:</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin-top:12pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Own and manage a portfolio of SMB and mid-market customers, ensuring high levels of adoption, satisfaction, and retention</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Develop strong customer relationships through regular check-ins, QBRs, Account Plans, training sessions, and strategic consultations</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Monitor customer health and engagement using internal tools and trigger proactive outreach to reduce risk and increase product value</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Collaborate closely with Product, Support, Sales, and Marketing to align on customer needs, feedback, and cross-functional initiatives</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Be the voice of the customer back to our Product organization, communicate trending customer feedback and ideas</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Maintain accurate and up-to-date records in Salesforce and other systems, documenting touchpoints, outcomes, and risk factors</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Identify and lead resolution of risks, issues, and delays related to customer adoption</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Build community and engagement across your customer base by initiating value-added programs such as customer webinars, consistent email cadences, feedback loops, and co-creating educational content with Product Marketing</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Contribute to the creation and improvement of customer success playbooks, processes, and enablement content</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Deliver insights and trends from the customer base to help inform go-to-market strategy and customer experience improvements</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:12pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Support renewals and upsells as needed, but this role is not tied to revenue targets. Your focus will be on customer success, not sales.</span></li></ul><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><b><strong style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Required Skills</strong></b><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">:&nbsp;</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);white-space:pre-wrap;">4+ years of experiences, ideally in a Customer Success, Account Management, or similar customer-facing role at a SaaS or telecommunications company</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Proven success managing a large portfolio of SMB or mid-market customers in a fast-paced, high-volume environment</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Strong communication and relationship-building skills with the ability to explain complex topics clearly</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Comfortable driving consistent outreach through multiple channels including email, text, phone, and video</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Experience working with tools like Salesforce, or similar CRM, Tableau , and CS platforms</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Understanding of the Customer Journey</span></li><li dir="ltr" style="margin-top:0pt;margin-bottom:0pt;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Ability to prioritize tasks effectively&nbsp; and remain proactive in a remote environment</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">An</span><span style="color:rgb(32,32,34);white-space:pre-wrap;">alytical and organizational skills, with a systematic approach to problems</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);white-space:pre-wrap;">Collaborative mindset with a willingness to jump in and solve problems, even if they fall outside your lane</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);white-space:pre-wrap;">Passion for helping customers succeed, paired with a strong understanding of business goals and KPIs</span></li></ul><p style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><br></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><b><strong style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">What We Offer</strong></b></p><p style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><br></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><b><strong style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Compensation</strong></b><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">:&nbsp;</span><span style="color:rgb(32,32,34);white-space:pre-wrap;">This role is eligible for equity and the benefits &amp; perks listed below. Depending on your location, the starting cash compensation range, inclusive of Base Salary + Variable Target, vs base salary only is:</span></p><p style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><br></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><span style="color:rgb(32,32,34);white-space:pre-wrap;">Tier 1 (Bay Area, NYC, SEA) : $100,000 - $133,000</span><br><span style="color:rgb(32,32,34);white-space:pre-wrap;"> Tier 2 (LA, SD, BOS, ATX, DC, PHI): $97,000 - $128,000</span><br><span style="color:rgb(32,32,34);white-space:pre-wrap;"> Tier 3 (DAL, ATL, HOU, NSH, MIA, ALB): $90,000 - $122,000</span><br><span style="color:rgb(32,32,34);white-space:pre-wrap;"> Tier 4 (Other): $79,000 - $111,000</span></p><p style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><br></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><span style="color:rgb(32,32,34);white-space:pre-wrap;">Our compensation market ranges are determined by role, level, and location. The range provided reflects the target cash compensation for new hires in major metropolitan areas. Actual compensation will vary based on the candidate’s specific location, skills, experience, and capabilities, as well as internal benchmarking.</span></p><p style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><br></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><b><strong style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Benefits &amp; Perks</strong></b><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">: EZ Texting offers Best-in-Class healthcare cost sharing for Medical, Dental &amp; Vision! Learn more about our robust benefit inclusions below:</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">100% Employee Sponsored Medical, Dental, Vision Coverage</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Stock Options</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Pre-Tax Benefits, Fertility Benefits, and more</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">401k Plan Options</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Unlimited PTO, Disconnect Days, Paid Holidays, and more</span></li></ul><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Remote-Work Optimization Benefits Including</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Home Office Stipend</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Remote Flex Stipend</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Cell-Phone/Internet Stipend</span></li><li dir="ltr" style="margin-top:0px;margin-bottom:0px;color:rgb(32,32,34);font-size:11pt;line-height:1.38;"><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">DoorDash Subscription</span></li></ul><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">And More!!!</span></p><p style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><br></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><b><strong style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Equal Opportunity Employer</strong></b></p><p style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><br></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><i><em style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">EZ Texting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to age, race, color, national origin, citizenship, marital status, sex, gender, gender identity, gender expression, sexual orientation, medical condition, disability, veteran or military status, or any other characteristic protected by federal, state or local laws.</em></i></p><p style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><br></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><i><em style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.</em></i></p>