Job Description

Join to apply for the Customer Success Manager role at OneText

Join to apply for the Customer Success Manager role at OneText

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This range is provided by OneText. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.

Base pay range

$75,000.00/yr - $110,000.00/yr

Sitting at the intersection of payments, AI, and marketing, OneText makes shopping as effortless as paying with your hotel room number. Shoppers literally reply and buy with one text. Fast-growing e-commerce brands use our text-to-buy payments and sales concierge to drive up to 30% more revenue. We replace conventional SMS marketing with two-way conversations that delight shoppers and inspire them to buy more.

Were backed by rockstars, including Y Combinator, Coatue, Citi Ventures, Khosla Ventures, the founders of Warby Parker, Allbirds, and Harrys, and Matt Bellamy, the lead singer of Muse.

The Role

As a Customer Success Manager at OneText, youll play a key role in helping ecommerce brands drive meaningful results through our platform. Youll manage a portfolio of customers, guide them through onboarding, drive product adoption, and act as their trusted advisor. Youll be part of a small, fast-growing team that collaborates daily with engineering, product, and sales to deliver an exceptional customer experience.

Your responsibilities will include:

• Customer Engagement:
• Own the customer journey for your assigned accounts, acting as the trusted advisor who guides them through onboarding, drives adoption, and ensures they achieve success with OneText every step of the way.
• Customer Advocacy:
• Advocate for customers by bringing their insights and feedback to the engineering and UX teams, serving as the customers voice at the company table.
• Regularly assess customer health, tracking engagement and usage to identify risks or growth opportunities.
• Identify and nurture customer champions for case studies, testimonials, and reference programs.
• Problem Solving & Collaboration:
• Proactively resolve customer challenges, finding scrappy solutions when needed.
• Partner with engineering and product teams to communicate feedback and help prioritize roadmap improvements.
• Scalable Customer Success Processes:
• Collaborate with the Customer Success Team to design and refine workflows and playbooks.
• Help build and implement automation tools to reduce repetitive tasks, allowing the team to focus on what truly matters: driving customer success and solving customer needs.
• Hold webinars, write educational content, and build creative ways to showcase new features and best practices.
  

What Were Looking For

• Scrappiness and comfort with ambiguity - throw stuff at the wall until it works
• It's not your first rodeo - you dont need 10 years of experience. But were expecting prior customer success experience where youve managed customer relationships in a SaaS or tech environment, driving retention and growth
• Experience working in a high-growth startup
• Able to dive deep into a customer's use case and business and recommend solutions to them
• Fast learning and excellent at making complicated tasks smaller and faster
• Tech Familiarity: Experience with customer success tools like Salesforce, Vitally, or Pylon is a plus
• Bonus: Experience working in the e-commerce, Fintech, and SaaS industry

Why You Should Join OneText

• Collaborative Culture: Join a Success team that thrives on positivity, open communication, and a best idea wins mentality. Were deeply supportive, value transparency, and celebrate each others successes while tackling big challenges together.
• Impactful Work: Help redefine E-commerce by creating seamless shopping experiences
• Career Growth: Be a key player at a fast-growing startup where your voice matters
• Exciting Challenges: No two days are the same - be prepared to solve big problems, fight competitors, and celebrate wins
• Remote work with the option to also work in our office in San Francisco
• Benefits Package: Health, Vision, and Dental Insurance and Untracked PTO

Why You Shouldnt Join

• Its a lot of work, and theres no set playbook yet. If that sounds overwhelming, this role is not for you.
• If you prefer a highly structured and predictable work environment. Things change constantly here. Things move quickly here, and priorities can shift.
• If youre not the type to step up, take charge, and say, Ill own this, figure it out, and make it happen. We expect a proactive mindset, full ownership of tasks and processes, and the willingness to navigate the unknown.
• If you are unavailable during the second half of November each year. Black Friday/Cyber Monday is our industrys Super Bowl, and we pride ourselves on delivering unmatched support during this critical time.

How To Apply

• Submit your resume and cover letter
• Include examples of your previous success with customers or scaling processes.
• Explore OneText.com and let us know what excites you about our platform.

Interview Process

We believe in a transparent and efficient hiring process. Heres what you can expect:

• Initial Phone Screening (20 minutes)
• Take-Home Assignment Panel Interview (1h exercise + 45min panel)
• Chat with the OneText Founders + Offer (30 minutes)

If all goes well, well be excited to welcome you to the team! We aim to move quickly while ensuring we find the right fit for both you and the company. We cant wait to meet you!

Compensation Range: $75K - $110K

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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Job Tags

Full time, Work at office, Shift work,

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