Customer Success Manager

OneText sits at the intersection of payments, AI, and marketing. We make shopping as effortless as replying to a text - literally. E-commerce brands use our text-to-buy payments and sales concierge to drive up to 30% more revenue, replacing conventional SMS marketing with two-way conversations that delight customers and inspire purchases.

We’re backed by top-tier investors like Y Combinator, Coatue, Citi Ventures, Khosla Ventures, and the founders of Warby Parker, Allbirds, Harry’s, and even Matt Bellamy, lead singer of Muse.

As a Customer Success Manager at OneText, you’ll own relationships with a portfolio of fast-growing ecommerce brands. From onboarding to renewal, you’ll guide customers through their journey, driving product adoption, surfacing insights, and helping them unlock the full value of our platform.

You’ll work closely with product, engineering, and sales in a collaborative, fast-paced environment where your input shapes both the customer experience and the future of the company.

Customer Success & Strategy

• Manage the full lifecycle for your customers - onboarding, adoption, success, and renewal

• Act as a trusted advisor, providing strategic guidance and best practices

• Monitor customer health, usage, and engagement to identify risks and growth opportunities
  

Advocacy & Enablement

• Champion the voice of the customer internally

• Collaborate with product and engineering to prioritize feedback and shape the roadmap

• Develop customer champions for case studies, references, and testimonials
  

Process & Scale

• Help refine CS workflows, automation, and playbooks

• Contribute to scalable content (webinars, how-tos, onboarding guides, etc.)

• Embrace scrappy solutions to deliver value quickly

• Customer Success experience in SaaS or tech (you’ve managed accounts, driven adoption, and owned retention or expansion goals)

• Experience working in a fast-paced startup or high-growth environment

• Strong business acumen - you can understand a customer’s business and align solutions to their goals

• Self-starter mindset - proactive, organized, and comfortable navigating ambiguity

• Bonus points for:

  • Familiarity with CS tools (e.g., Salesforce, Vitally, Pylon)

  • Background in e-commerce, fintech, or SaaS

• Real Impact - Your work directly helps ecommerce brands grow

• Collaborative Team - High trust, no egos, and a "best idea wins" culture

• Fast Growth, Real Ownership - We’re small and growing fast. Your ideas matter.

• Remote-first - Work from anywhere in the U.S., or join us in San Francisco

• Great Benefits - Health, vision, dental, and untracked PTO

• 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.

• 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.