United States onlySenior Customer Success Manager (CSM)
WHY TEXTUS
TextUs on a mission to revolutionize business communication by enabling seamless and impactful engagement between workers and consumers. With a focus on innovation, ease of use, and delivering measurable results, our strategy is rooted in creating tools that outperform other messaging solutions while fostering trust and value for our customers and stakeholders.
At TextUs, every team member is empowered to make a difference. Our collaborative and data-driven culture, combined with the guidance of a proven leadership team, ensures you have the resources and support to excel. Together, we’re building the future of mobile-first, conversational engagement and redefining what’s possible for businesses and their stakeholders.
Position Overview
The Customer Success Manager serves as a strategic business partner responsible for driving measurable customer outcomes, maximizing lifetime value, and orchestrating the customer journey from onboarding through renewal. This role combines data-driven insights, strategic account planning, and proactive relationship management to ensure customers achieve their business objectives while meeting company retention and revenue goals. The CSM operates as a trusted advisor who translates product capabilities into business value and positions TextUs as an essential part of the customer's operations.
Key Responsibilities
Strategic Account Management Value Realization
- Design and execute comprehensive success strategies aligned with customer business objectives and organizational priorities
- Conduct strategic business reviews that demonstrate measurable ROI, identify growth opportunities, and align on future roadmap
- Build executive-level relationships with key stakeholders and champions to ensure strategic alignment and long-term partnership
- Translate customer business challenges into solution-oriented recommendations and implementation roadmaps
- Develop customer maturity models that guide progression from basic implementation to advanced optimization
- Create data-backed business cases that quantify value delivered and demonstrate impact on customer KPIs
Adoption Excellence Transformation
- Architect and drive adoption strategies that accelerate time-to-value and maximize platform utilization across customer organizations
- Leverage usage analytics, engagement patterns, and behavioral data to identify opportunities for deeper product integration
- Design change management strategies that address organizational adoption barriers and drive user behavior transformation
- Deliver executive-level consultative guidance on best practices, industry benchmarks, and optimization opportunities
- Partner with customers to establish success criteria, adoption milestones, and measurable outcomes tied to business impact
- Drive cross-departmental adoption strategies that expand platform usage beyond initial use cases
Predictive Customer Health Risk Management
- Analyze leading indicators and health metrics to predict customer trajectory and proactively address potential risks
- Build and execute data-driven intervention strategies for at-risk accounts with clear mitigation playbooks
- Conduct root cause analysis on churn signals and engagement patterns to inform retention strategies
- Implement early warning systems that flag risk factors 90+ days before renewal impact
- Collaborate with cross-functional teams (Product, Support, Sales) to develop comprehensive account rescue strategies
- Drive continuous improvement of health scoring models based on outcomes analysis and retention trends
Revenue Retention Growth Enablement
- Own gross and net revenue retention targets for assigned customer portfolio
- Lead renewal strategy development with ROI documentation, value storytelling, and stakeholder alignment
- Identify and quantify expansion opportunities in collaboration with Account Executives
- Conduct strategic renewal negotiations that position long-term partnership value and address objections
- Maintain accurate forecasting and pipeline management with clear risk assessment and mitigation plans
- Develop renewal defense strategies that leverage customer success metrics, testimonials, and executive sponsorship
Thought Leadership Customer Advocacy
- Identify and cultivate customer advocates for case studies, reference calls, speaking opportunities, and advisory programs
- Develop industry-specific best practices and frameworks that position TextUs as a thought leader
- Create scalable customer education content, resources, and enablement programs
- Facilitate customer community initiatives that drive peer learning and platform innovation
- Synthesize customer feedback into actionable product insights and strategic recommendations
- Represent customer voice in cross-functional strategic planning and product roadmap discussions
Key Performance Indicators
- Gross Revenue Retention (GRR): 75-80%+ retention rate for assigned portfolio
- Net Revenue Retention (NRR): Overall account growth including retention and expansion impact
- Customer Health Score: Percentage of portfolio in "healthy" status with improving trends
- Time-to-Value: Days to first value realization and adoption milestone achievement
- Product Adoption Rate: Feature utilization depth and breadth across customer organizations
- Renewal Rate: On-time renewal completion and renewal pipeline accuracy
- Risk Mitigation Success: Percentage of at-risk accounts successfully retained
- Customer Satisfaction: CSAT/NPS scores and sentiment trends
- Advocacy Development: Number of referenceable customers and success stories generated
WHO YOU ARE
- You bring 5–7 years of customer success experience managing a strategic book of business and driving measurable outcomes.
- You’ve owned a portfolio of 25–50 mid-market or enterprise accounts with $5–7M ARR, balancing retention, renewal, and growth.
- You have a strong track record in renewals, upsell motions, and influencing GRR/NRR through proactive account planning.
- You maintain an organized, accurate CRM and rely on structured processes to forecast, prioritize, and manage your work.
- You’re process-oriented: able to spot gaps, raise concerns early, and design practical solutions that improve scale and efficiency.
- You know how to turn around challenging or declining customers, using data, empathy, and clear action plans to regain momentum.
- You’re coachable, open to feedback, and committed to continuous improvement and long-term mastery of the craft.
- You communicate with clarity, listen deeply, and operate as a trusted advisor who ties product capabilities to business value.
This is our stack, we’re looking for someone with experience in most or all of
- Salesforce
- Hubspot
- Gong
- Gainsight
INTERVIEW PROCESS
- Initial phone call w. Recruiter (30 mins via Phone)
- Topics: Culture, logistics,
- Interview w. Hiring Manager (60 mins via Zoom Video)
- Topics: Culture, skills, role overview
- Rembrandt Assessment
- Topic: The Rembrandt assessment allows TextUs to assess how your personality fits within the role and the TextUs culture.
- Interview w. SVP of Revenue
- Topics: Culture, skills, role overview
- Assignment
- Presentation w. Cross Functional team (60 mins via Zoom Video)
- Topics: Culture, leadership, skills, role overview
- QA w. CEO (30 mins via Zoom Video)
- Topics: You will come prepared with questions about the role, team, product to ensure this role is the best fit for you.
EMPLOYMENT DETAILS
- Job Type: Full Time
- Compensation Range: $120,000-$150,000 OTE
- Location: Remote. Headquartered in Denver, CO
- # of hires for this role: 1
- Target Start Date: 2-3 weeks from offer
- Reporting to: Director of Customer Success
By submitting your resume for this role - you consent to communication via text and email.
TEXTUS BENEFITS INCLUDE
- Competitive pay
- Health / Dental / Vision Insurance
- HSA contributions
- 401K with company match
- Unlimited PTO
- Cell phone + internet reimbursement for $100/month.
- One-time $1,000 home office stipend once you’ve been with TextUs for 6 months
- For Manager above roles equity within the organization will be offered
- Up to 12 weeks of Paid Leave
- 12 holidays + EOY Closure (schedule here)
- U.S. remote first with optional WeWork office space in downtown Denver, CO
TextUs does not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. We are committed to providing an inclusive and welcoming environment for all members of our staff, volunteers, subcontractors, vendors, and clients.
