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Manager, Customer Success
Who We Are:
EZ Texting is the #1 text communications technology company delivering fast, easy, and effective solutions for businesses across a wide variety of industries. Dreamers first, we are at the forefront of revolutionizing the way businesses communicate with their customers and believe personal relationships can transform an organization’s ability to grow.
Our employees are our greatest strength. We’re expanding quickly and scaling our teams to help accelerate growth while remaining committed to hiring exceptional, values-aligned talent. We have consistently been rated a Top 100 workplace and are committed to being a best-in-class employer for remote work — with benefits to match!
We are open to hire in CA, NY, TX, OR, WA, GA, PA, & TN, but welcome top applicants nationwide as we expand our operating boundaries.
EZ Texting is looking for a passionate frontline manager to manage our Customer Success team. Your main focus will be ensuring your team is meeting activation, adoption, upsell & renewals of managed accounts on a monthly basis. You will be expected to monitor & coach daily activity inputs such as calls & emails, pipeline management, call coaching and continuously develop your team’s solution selling skills. Your entrepreneurship will be a valuable contribution to developing EZ Texting’s Customer Success strategy, increasing the size and impact of the team and establishing a culture of crisp execution. This role reports directly to our Sr. Director of Post Sales.
- Manage a remote team of 6-8 Customer Success Managers
- Provide day to day coaching & professional development, including weekly 1:1 meetings, weekly shadow sessions, and routine co-selling
- Assess individual and team processes and procedures, identify opportunities for improvement and implement them
- Developing your team through motivation, counseling, coaching, and product knowledge education
- Understand the nuances between verticals within our ideal customer profile segments
- Continue to grow the team through recruiting, onboarding, and training new Customer Success Managers
- Drive strategic initiatives across the Customer Success team to ensure (out) performance to goal
- Foster a competitive yet collaborative team environment
- Coordinating with marketing on lead generation.
- Provide detailed and accurate reneawl/upsale forecasts to the team and Leadership
- 3+ years of experience building and managing a Customer Success team
- BA/BS degree or equivalent
- A track record of problem-solving and proven ability (metrics based) to lead a team to meet monthly renewal & upsell quotas
- Willingness to work with customer team to escalate/deescalate customer concerns
- Ability, knowledge, and hunger to step in and coach on a daily basis: inclusive of tactical management of reps, shadowing/coaching of calls & written outreach, and superior knowledge in SFDC operations
- Background of hiring, training, and enabling reps for success, with strong performance management skills, in a remote environment
- Impeccable organizational and time management skills
Benefits available to EZ Texting team members include, but are not limited to:
- 100% paid medical, vision, dental and life insurance for self (generous coverage for families)
Paid vacation and unlimited sick leave
Paid parental leave
Annual personalized learning reimbursement
Quarterly wellness reimbursement
Remote-work optimization benefits including:
Monthly internet reimbursement
Monthly flexible remote work stipend, including DoorDash subscription
Annual home office enhancement stipend
Direct-billing ordering for supplies
EZ Texting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.