Customer Success Manager

About the Role
As a Customer Success Manager at SMS Magic, you’ll be the voice of our customers—owning relationships, driving adoption, and ensuring they gain maximum value from our solutions. You’ll manage accounts end-to-end, boost customer satisfaction, and identify growth opportunities through cross-sell and up-sell initiatives.

Key Responsibilities

• Manage a portfolio of B2B SaaS accounts; drive renewals, retention & revenue growth.
   
• Conduct Quarterly Business Reviews (QBRs) and regular check-ins to track success metrics.
   
• Proactively engage with customers to enhance experience & reduce churn.
   
• Analyze account data to identify opportunities and craft growth strategies.
   
• Collaborate with cross-functional teams to resolve issues & align on customer goals.
   
• Capture and share customer feedback with internal teams for continuous improvement.
   
• Lead onboarding, training & adoption programs for customers.
   
• Manage commercial activities and ensure SLA compliance.

What You’ll Need

• 1+ years’ experience in B2B SaaS account management or customer success.
   
• Strong CRM knowledge and experience managing customer lifecycles.
   
• Excellent communication & interpersonal skills with a customer-first mindset.
   
• Data-driven approach to problem-solving and strategy.
   

Why SMS Magic?

• Exposure to a global SaaS business with innovative technology.
   
• A high-performance, growth-oriented work culture.
   
• Competitive compensation & performance-based rewards.
   
• Flexibility, learning opportunities & scope to make high business impact.
   

About SMS Magic
For 10+ years, SMS Magic has been a trusted messaging partner for global brands across industries like financial services, retail, education, wellness, and more. We deliver advanced, simple-to-use messaging solutions to help businesses engage customers with a personal touch.