Senior Customer Success Manager

Senior 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