Customer Success Manager

ABOUT PROMPT.IO

Prompt.io is a peer-to-peer texting platform deployed by organizations of all size and scale to engage and activate their list of supporters. Prompt.io is a non-partisan company and we work with customers of all political stripes. We help companies, political campaigns, advocacy organizations, unions, nonprofits, and other mission-driven organizations connect with their audiences through texting, and engagement tools. 

We're a growing tech company where individual contributions can have an outsized impact. We value people who take ownership, bring ideas, move with purpose, have high EQ’s and are excited to help build what comes next.

ABOUT THE ROLE

Prompt.io is looking for a Customer Success Manager to build strong customer relationships and help our customers get meaningful, ongoing value from our platform. You’ll own the customer relationship throughout the customer lifecycle, from onboarding and adoption through renewal and expansion. We are a fully remote company with customers in every North American timezone.

You’ll serve as a trusted partner to your customers, helping them achieve their goals, identify opportunities to get more value from Prompt.io, and navigate challenges along the way. You’ll also work closely with Sales, Support, Product, and Engineering to advocate for customer needs and deliver a great customer experience. The CSM will report directly to our VP of Customer Success & Experience.

WHAT YOU'LL DO

• 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.

WHAT WE'RE LOOKING FOR

• 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.

HOW YOU WORK

• 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.

NICE TO HAVE

• 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.

BENEFITS

We believe great work starts with supporting great people. Prompt.io™ offers a wide range of benefits, including a 401(k) match, health benefits for you and your family, unlimited flexible time off, annual team gatherings, professional development opportunities, and more.

COMPENSATION

The salary range for this position is $75,000-$100,000 + Quarterly bonuses. Actual compensation will be determined based on experience, qualifications, location, and other relevant factors. We also offer annual bonuses.

A NOTE TO APPLICANTS

We don't expect every great candidate to check every box. If you're excited about the work and believe you can be successful in the role, we encourage you to apply even if your background doesn't perfectly match every item above.

EQUAL OPPORTUNITY

Prompt.io is an equal opportunity employer. We are committed to providing an inclusive workplace and do not discriminate against qualified applicants or employees on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

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.