Customer Success Manager

Employment: Full-time Experience: Mid-Senior level At Commify, we're not just a company, we're a globally connected team of innovators who love what we do. As a CPaaS leader with 25 years of groundbreaking experience, we're the force behind over 7 billion customer interactions each year, enabling businesses worldwide to connect via advanced channels like SMS, RCS, and complex mobile journeys. Our culture is our core strength. Operating across the UK, EMEA, the USA, and Australia, we've fostered a truly diverse and connected environment, earning a consistent 4 out of 5 culture score in our employee engagement surveys. You'll join a vibrant team where your diverse experience makes a daily global impact. We need talented people to grow a global company where everyone feels proud to belong, have a purpose and do their best to directly shape the digital future. TextRequest is one of our core USA brands directly connecting our customers to theirs, through the unmatched power of business texting services. Improving our customers capabilities to connect using scheduling, SMS payments, support, appointment reminders, and more. We are seeking a skilled and motivated Customer Success Manager to join our dynamic team and help drive customer satisfaction and business growth. The Role: A Customer Success Manager is responsible for ensuring smooth onboarding, driving customer retention, and accelerating revenue growth through expert account management and proactive support. The role involves ensuring 100% compliance, maximizing platform use, and maintaining positive customer engagement while identifying opportunities for account expansion and compliance oversight. We seek a detail-oriented professional with strong communication skills and experience in customer success or telecommunications. The role requires managing complex accounts, collaborating cross-functionally, and delivering excellent customer experiences with autonomy in daily operations and strategic initiatives. Customer Onboarding & Support: Lead end-to-end onboarding, including 10DLC approval and number provisioning; host customer meetings and training; provide ongoing support to maximize product adoption; and respond promptly to inquiries. Account Management & Revenue Operations: Drive revenue and retention through proactive outreach; handle billing and payment issues; perform regular account health checks and nurture engagement. Compliance & Risk Management: Monitor messaging for compliance issues; issue warnings and escalate complaints; verify suspicious accounts; manage offboarding of non-compliant or fraudulent accounts with thorough documentation. Account Management: Conduct quarterly outreach with personalized QBRs; maintain strategic relationships with premium accounts; develop growth strategies and identify expansion opportunities. Core Competencies AI Literacy & Tool Fluency: Ability to navigate, evaluate, and adopt domain-specific AI tools (e.g. generative text/image tools, enterprise copilots, automated analytics) to streamline daily work. Workflows & Prompting: Skill in structuring clear inputs and contexts to extract accurate, high-value outputs from AI platforms, converting machine results into actionable business deliverables. Output Validation & Quality Control: Ability to critically evaluate AI-generated outputs for accuracy, hallucination, bias, relevance, and alignment with organisational standards before final execution. Required Behaviours & Mindset Adaptive Curiosity: Actively seeks opportunities to learn new workplace approved tech, experimenting with AI capabilities to solve everyday operational friction. Data Responsibility & Ethical Awareness: Adheres strictly to company data privacy standards, AI Policy guardrails, ensuring sensitive customer, financial, or IP data is never entered into unvetted tools. Automation-First Thinking: Regularly identifies repetitive, low-value tasks within their workflow that can be automated or accelerated, redirecting time towards strategic execution. Benefits: Competitive Salary: $55-60,000 per annum Hybrid working Generous paid leave (20 days PTO) 401K Medical and dental coverage Enhance family leave Birthday day off Mental Health Support through our Wellbeing partner, Calm Wellbeing leave and a Mental Health First Aider program Giving back days to help support causes close to your heart Unlimited professional & personal learning Total Rewards including, retirement planning, healthcare and life assurance And did we mention our epic team socials? We know how to celebrate in style!