Customer Success Manager

Prompt.io is a peer-to-peer texting and engagement platform serving companies, campaigns, advocacy organizations, nonprofits, unions, and other mission-driven organizations. The Customer Success Manager will manage customer relationships throughout the lifecycle, lead onboarding and adoption, support renewals and expansion, and advocate for customer needs while collaborating with internal teams.

Responsibilities:

• Own and manage a portfolio of customer relationships throughout the customer lifecycle
• Lead customers through onboarding and implementation, helping them get up and running successfully and realize value quickly
• Build strong relationships with key customer stakeholders and develop a clear understanding of their goals, priorities, and use cases
• Drive product adoption by helping customers understand best practices, capabilities, and opportunities to get more value from Prompt.io
• Proactively engage with customers to understand their experience, identify needs, and address potential risks before they become larger issues
• Monitor customer engagement and health to identify retention risks and opportunities for growth
• Manage customer renewals and work proactively to support strong retention
• Identify expansion opportunities based on customer needs and partner with Sales when appropriate
• Serve as the voice of the customer internally, sharing feedback and insights with Product, Engineering, Sales, and other teams
• Partner with Support and other internal teams to help resolve customer issues and ensure a seamless customer experience
• Maintain accurate customer information, activity, and account plans in our systems
• Develop a deep understanding of Prompt.io's platform and become a trusted resource for customers

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally within a SaaS or technology company
• Experience managing a portfolio of customers and building long-term relationships with multiple stakeholders
• Demonstrated experience driving customer adoption, retention, and renewals
• Ability to understand customer goals and translate them into practical solutions and recommendations
• Comfortable using customer data and engagement signals to identify risks and opportunities
• Strong communication and presentation skills, with the ability to work with both technical and non-technical audiences
• Strong problem-solving skills and the ability to navigate customer challenges with sound judgment
• Ability to manage multiple customer relationships and priorities in a fast-paced environment
• Experience working cross-functionally with teams such as Sales, Product, Support, and Engineering
• Strong organization and follow-through, particularly in a fully remote environment
• You take ownership of your customer relationships and follow through on commitments
• You're proactive—you don't wait for a customer to tell you something is wrong before engaging
• You're curious and take the time to understand what a customer is trying to accomplish, not just what they're asking for
• You're a creative problem solver who finds a way forward when challenges arise
• You build trust through clear, thoughtful, and responsive communication
• You can balance being a strong customer advocate with the needs and priorities of the business
• You're comfortable working independently while collaborating with others when it leads to a better customer outcome
• Applicants must be authorized to work in the United States or Canada and not require sponsorship of a visa, unless otherwise specified in the posting
• Experience working in a startup or high-growth technology environment
• Experience with messaging, communications, or other SaaS platforms
• Experience working with customers in politics, advocacy, associations, nonprofits, or labor organizations
• Experience managing renewals and identifying expansion opportunities