Job Description

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. We’re backed by rockstars, including Y Combinator, Coatue, Citi Ventures, Khosla Ventures, the founders of Warby Parker, Allbirds, and Harry’s, and Matt Bellamy, the lead singer of Muse. The Role As a Customer Success Manager at OneText, you’ll play a key role in helping ecommerce brands drive meaningful results through our platform. You’ll manage a portfolio of customers, guide them through onboarding, drive product adoption, and act as their trusted advisor. You’ll 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 customer’s 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 We’re Looking For Scrappiness and comfort with ambiguity - throw stuff at the wall until it works It's not your first rodeo - you don’t need 10 years of experience. But we’re expecting prior customer success experience where you’ve 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. We’re deeply supportive, value transparency, and celebrate each other’s 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 Shouldn’t Join It’s a lot of work, and there’s 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 you’re not the type to step up, take charge, and say, “ I’ll 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 industry’s 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. Here’s what you can expect: Initial Phone Screening (20 minutes) Take-Home Assignment (2h exercise + 45min panel) Technical Screen (45 minutes) Chat with the OneText Founders (30 minutes) Offer Call (30 minutes) If all goes well, we’ll 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 can’t wait to meet you! #J-18808-Ljbffr OneText

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