[Hiring] Customer Success Manager @Telnyx

Role Description

As a Customer Success Manager, you'll own two key responsibilities: managing our long-tail customer accounts and ensuring a smooth messaging compliance experience for customers across various channels.

You'll be the go-to resource for community customers navigating platform usage, pricing, discounts, and escalations—identifying expansion opportunities and looping in sales when appropriate. You'll also support customers through SMS setup, compliance reviews, and troubleshooting to ensure messaging success.

What you'll do

• Track daily, weekly, and monthly metrics tied to community customers (accounts under $5K monthly spend)
• Remain responsive and available to maximize customer satisfaction—addressing inquiries, technical requests, and following through on timelines
• Proactively identify issues across your book of customers and engage internal teams to resolve them
• Leverage AI to automate and optimize activities and processes
• Respond to customer inquiries about messaging compliance, content guidelines, and registration timelines
• Develop strong relationships with key stakeholders, establish critical goals and KPIs, and help customers achieve their messaging objectives
• Review prospective traffic for compliance and work with customers to resolve messaging issues
• Coordinate with the Telnyx Messaging Team to ensure a smooth compliance experience
• Maintain and manage large datasets while keeping customers informed throughout the process

Qualifications

• 2+ years of customer service experience with a highly technical product, or project management experience in a professional setting (telecommunications background is a plus)
• Resourcefulness—you're technically competent and enjoy solving problems for customers and teammates
• Advanced organizational and time management skills
• Excellent project management abilities, developing workflows to increase troubleshooting efficiency while following standard processes
• Impeccable written and verbal communication—you're a strong listener who can stand in your customer's shoes
• Analytical thinking—ability to analyze, synthesize, and apply information to solve problems swiftly while weighing pros, cons, and downstream effects
• Integrity, transparency, and a bias toward action
• Adaptability and introspection—ability to work under pressure and help others