Role: Customer Success Manager - Team Lead


What You Must Know

Customer Success is one of our differentiators. In this role, you will be the customer champion and continually improve the experience for SMS-Magic customers. The Customer Success team at SMS Magic is responsible for managing customer happiness, ensuring SLAs are adhered to on a day-to-day basis, maintaining a high level of customer focus, and driving various customer experience initiatives across the organization.

Roles & Responsibilities

• Have the obsession to drive a better customer experience through everything that we do here at Screen Magic by maintaining relationships with customers through regular interactions.
• Complete ownership of account management and revenue management from a portfolio of assigned clients and the ability to meet/exceed financial and unit sales goals.
• Measure and analyze existing accounts for opportunities to improve the customer experience, and work on account growth strategies for clients (e.g., retaining clients quarter-on-quarter and strategizing to grow revenue by influencing client strategy through cross-selling and up-selling new market opportunities, products, etc.).
• Take ownership and ensure timely completion of tasks, tracking, and resolving key client issues proactively while managing expectations internally and externally.
• Provide inputs to the product/marketing teams on innovative ideas to increase brand recall and sales. Handle all commercial activities for clients in coordination with operations and finance teams.
• Thrive together—be a team player. Work closely with cross-functional teams to ensure an exceptional customer experience.
• Maintain professional and technical knowledge by organizing training and onboarding sessions for clients.
• Efficiently manage time to focus on essential activities that ensure customer satisfaction, account renewal, and account growth while reducing churn.
• Act as a customer advocate by capturing customer feedback and reporting requests to Product Management and Engineering.
• Work with customers to ensure they are leveraging product solutions effectively and finding value in our services. Prepare documents around best practices and build case studies.
• Monitor and communicate campaign progress through regular activity reports, using this knowledge as a basis for future campaigns.
• Collaborate with partners to build pipelines and close deals.

What Will Qualify You for This Role?

To succeed, you will need a flexible skill set, including the ability to think strategically, execute tactically, and collaborate across many teams, levels, and situations.

• Minimum 9+ years of hands-on experience, with a focus on SaaS sales, Salesforce, or other CRM platforms preferred, along with a proven track record of successfully delivering results in a fast-paced, dynamic business environment.
• Prior team leadership experience with a demonstrated ability to manage and mentor team members effectively.
• Excellent communication skills, with the ability to bring clarity to complex customer problems.
• Strong analytical skills to study customer data and suggest success strategies.
• A customer-focused mindset, ensuring customer satisfaction and loyalty.
• An analytical approach to problem-solving with a track record of driving results through continuous improvement.
• Strong interpersonal skills and proficiency in English.
• A solution-focused mindset with the ability to identify problems and drive appropriate solutions.
• A true hands-on approach and the ability to successfully monitor the "pulse" of the customer to ensure a high level of satisfaction.

What Working at SMS Magic Offers

At SMS Magic, people growth is parallel to company growth, and our work culture supports our commitment to creating a world-class CRM messaging company. Our work culture is built on high-performance teaming, where everyone can achieve their potential and contribute to building a better working world for our people and clients.

We offer:

• The freedom and flexibility to handle your role in a way that’s right for you.
• Exposure to a dynamic and growing global business environment.
• Access to innovative and cutting-edge technology and tools.
• Opportunities to showcase analytical capabilities and make high-impact contributions to business teams.
• A competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business.

Additionally, we provide a work environment that values balance, ensuring our people are active, healthy, and happy inside and outside of work.

About SMS Magic

Founded over 10 years ago, SMS Magic has become a trusted messaging leader for businesses worldwide. We work with global customers across industries such as contact centers, financial services, higher education, retail, staffing, wellness, and more.

Our customers range from small and mid-sized businesses to large global enterprises. Our commitment is simple: We deliver the most advanced, easy-to-use messaging platform, so you can focus on the personal touch that sets you apart from your competition.

If you can confidently demonstrate that you meet the criteria mentioned above, we encourage you to apply.

SMS Magic is committed to inclusiveness, fairness, and accessibility.