Senior Customer Success Manager

Shift: US Shift (6:30 PM to 3:30 AM)

About the Role
As a Customer Success Manager at SMS Magic, you'll be the voice of our customersowning 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.

What You'll Need

• 5+ 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. & Ability to manage multiple priorities in a fast-paced environment.

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.