Customer Success Manager (SaaS)

Who We Are

At Salesmsg, we believe conversations are good for business.

The fastest, easiest way to start those conversations is through text messages. That’s why we built a simple, scalable platform that makes two-way texting conversations possible for businesses.

Our team of extremely talented people designed our Salesmsg app—our all-in-one text messaging and calling platform for sales, marketing and support teams.

Salesmsg is also a fast-growing startup. For two years in a row, Inc. Magazine has named Salesmsg one of the fastest growing private companies in America as part of their prestigious Inc. 5000 list.

Since we launched, Salesmsg has helped thousands of businesses attract, engage, convert, and care for customers with text messaging.

Right now, we’re looking for an experienced, empathetic customer champion to be our next Customer Success Manager.

(Could this be you? Keep reading to find out. But first…)

Why Salesmsg?

We’re a people first company. Easy to say, right? We really mean it. We love hiring remarkable, brilliant-but-humble people who are some of the kindest people you’ll meet. That includes everyone from our two co-founders to our just-started-this-week team members.

We ALSO put our customers first. Our ultimate goal is our customers’ success. That goal drives every area of our business from our product team who created 157 new features in 2023 alone to our customer success team who responds to customers in an hour (or less).

We’re a remote company. Why bother moving or driving to the office when you can work from home? That’s why our team is spread across the U.S., Europe and Asia (Florida, Minnesota, Georgia, Indiana, Colorado, Wisconsin, Texas, Utah, California, Bosnia Herzegovina, and Belarus). As long as you can show up to work on your computer, we’re happy to have you!

We only build exceptional SaaS products. Our worldwide team built our best-in-class platform with simple, scalable features that we improve every single day.

We give unlimited time off. We’re a startup, so we want to reward our dedicated employees by giving you real vacation time. That’s why we give unlimited time off, so you can take the time you need.

We pile on the benefits. Besides a competitive salary, we offer all the benefits you need to take care of yourself and your family like health, vision and dental.

Our Core Values

1. We Figure It Out.

We're a startup. Stuff will break and things will not work as you want them to. You will hit barriers and blocks keeping you from getting done what you said you'd do. You are the type of person that 'come hell or high water' will figure it out. This is fun for you.

2. Seek Continuous Improvement.

We pursue GREATNESS. There’s a wealth of knowledge in books, articles, videos, courses, training events, and everywhere you look. Just Google it. If you can’t “figure it out” yourself, trust me, someone else already has for you. We're resourceful and go deep to learn the best strategies.

3. Keep it Real & Conversational.

Seeing things for “how they truly are” gives us power. In fact, we have be real in order to survive and thrive. We have to speak truthfully and honestly because if we don't things go unsaid, animosity stirs, and resentment takes over. It's debilitating for high performance teams to win. Speak truthfully and keep it real. Call it like it is. Provide solutions, not problems.

4. People First Mindset.

As we seek to constantly improve we realize that the best answers to many of the opportunities to grow, products to create, and partnerships to solidify come from our customers. Helping the customer achieve success is our ultimate goal and through that we find new ways to make our product and team better.

5. Be Flexible.

The road is never straight and there will be twists and turns and bumps and stops. We all need to row in the same direction to work together and get things done. Don't make it harder than it has to be. If it takes a few minutes, hook a brother up. Don't battle. We win together, not apart.

Okay, with that out of the way, let’s get into what this role will look like for you…

• Are you the champion for your customers who loves to work one-on-one with individual clients?
• Do you have that magnetic personality (or just serious people skills) that makes all kinds of customers want to not just talk with you, but hang out with you in person?
• Do you get excited about helping customers solve their problems—while also providing an elevated level of service, so they become your company’s biggest fans?
• Are you a tech-loving SaaS person? (In other words, do you love finding out how different tools and integrations work together, so you can easily help customers with their tech issues?)
• Beyond that, do you love managing your own book of business—and easily juggling solutions for multiple VIP clients at once?

• Your book of business: In this key customer-facing role, you’ll directly manage the customer relationships of our Top-Tier clients from end-to-end in your book of your business. Renew, and grow your accounts!

• Your metrics: You’ll own the metrics for all the Top Tier clients inside your book of business—from the moment they first become our customers.

• Elite, VIP service for your customers: You’ll be advising and providing a white-glove level of advocacy; you’ll drive successful outcomes and your customers will feel like they are 1 of 1.

• Training and implementation demonstrations: You’ll be responsible for showing your Top Tier customers how to best use Salesmsg for their specific business. That includes providing product demos for training and implementation of our calling-and-texting platform.

• Customer onboarding sessions: You’ll guide your newest Top Tier customers through our step-by-step onboarding process, to set them up for success from day #1 with our platform.

• Help make our product even better: As the voice of our customer, we’d love for you to collaborate with internal product teams to provide feedback that can shape future product development.

• Oversee help articles and other support materials: Along with other key players on the team, you’ll be responsible for co-creating the CS and other support materials to help customers reach their goals.

• Help your clients become our next success stories. You cultivate a network of customer advocates through reviews and feedback, so we can continually generate new case studies and testimonials.

• Minimum of 3 years as a Customer Success Manager
• You have a record of meeting or exceeding your goals as a CSM
• You can quickly determine your customers' business needs, including the problems they need to solve.
• You’re fantastic with tech. You can easily demonstrate value and provide solutions for your Top Tier clients.
• You’re curious and resourceful, with an ambition and mindset for growth.
• You’re a fast learner. You want to be part of a growing team that makes a difference for both the company and your clients.
• You can work in an entrepreneurial environment where self-motivated individuals succeed.
• Bachelor’s or Master’s degree in business or related field
• You’re a quick learner. You have no problem figuring things out.
• You have experience with HubSpot, Salesforce or other CRMs
• You can easily work independently, while managing multiple projects simultaneously.

• Complete ownership of your role as a Customer Success Manager
• Specific KPIs and outcomes for your book of business - (NRR, Logo Retention, NPS, Revenue booked)
• Your team is even happier now that you’re here.

• Remote work: Work from anywhere
• Medical, Dental, and Vision Insurance: Personal health, dental + vision 50% covered after 30 days.
• Team trips: We book at least one all-expenses-paid team trip per year.
• Unlimited PTO. Need time off, just let us know.
• Wellness Perks: Classpass access to 41,500+ studios worldwide (yoga, cycling, Pilates, Barre, running, strength training, dance, sports, videos and more.)
• Books and Courses: A monthly budget of $100 to spend on books. Plus access to over 10 courses already across marketing, content creation, SEO, and more.
• Focused Time Blocks: We discourage meetings before noon so employees can have undistracted time to work.
• $250 Charity Donation: We will donate to any charity of their choice.
• Semi-Monthly Paychecks: Get paid on-time on the 15th and last day of the month.
• Swag: T-Shirts, stickers, and Salesmsg gear to kit you out!
• Teledoc Virtual Health: Speak directly with a doctor anytime from anywhere.
• TalkSpace Online Mental Health Therapy: We've got you covered for when you need help.
• Incredible Growth and Promotion Opportunities: Ground floor opportunity to make your mark./