Job Details

Customer Success Manager (Remote)

Austin, Texas; Dallas, Texas

Telnyx is an industry leader that's not just imagining the future of global connectivitywe're building it. From architecting and amplifying the reach of a private, global, multi-cloud IP network, to bringing hyperlocaledge technology right to your fingertips through intuitive APIs, we're shaping a new era of seamless interconnection between people, devices, and applications.

We're driven by a desire to transform and modernize what's antiquated, automate the manual, and solve real-world problems through innovative connectivity solutions. As a testament to our success, we're proud to stand as a financially stable and profitable company. Our robust profitability allows us not only to invest in pioneering technologies but also to foster an environment of continuous learning and growth for our team.

Our collective vision is a world where borderless connectivity fuels limitless innovation. By joining us, you can be part of laying the foundations for this interconnected future. We're currently seeking passionate individuals who are excited about the opportunity to contribute to an industry-shaping company while growing their own skills and careers.

The Role

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 escalationsidentifying 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 satisfactionaddressing 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

What you'll bring

• 2+ years of customer service experience with a highly technical product, or project management experience in a professional setting (telecommunications background is a plus)
• Resourcefulnessyou'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 communicationyou're a strong listener who can stand in your customer's shoes
• Analytical thinkingability 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 introspectionability to work under pressure and help others