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Client Success Manager

Job Type: Full Time

Who We Are:

At TapOnIt, we’re revolutionizing how businesses connect with their audiences through our innovative SaaS text message marketing and communications platform. We specialize in text-to-conversion, helping brands engage, retain, and monetize their customer base through targeted text messaging campaigns.

What We’re Looking For:

We are seeking a passionate and detail-oriented Client Success Manager to join our growing team. We are looking for someone who is enthusiastic about helping businesses succeed and is dedicated to developing close, long-lasting relationships with clients. At TapOnIt, we believe that when our clients succeed, we succeed. If you’re the kind of person who is comfortable being client-facing, loves helping businesses thrive, building strong relationships, and enjoys the ever-changing world of marketing, we want to hear from you! We’re seeking someone who is committed to client retention and growth, working energetically to ensure our clients achieve their goals. 

Key Responsibilities:

  • Client Success Team Management: Lead, mentor, and guide the client success team, ensuring exceptional service delivery. Manage workflows, set goals, and oversee operations to enhance client satisfaction and success.
  • Product Expertise: Deeply understand our product and services, ensuring they align with customer needs and objectives.
  • Client Relationship Management: Own the overall relationship with assigned customers, providing training, increasing adoption, identifying revenue opportunities, ensuring retention, and maintaining high levels of customer satisfaction.
  • Customer Support: Offer top-notch assistance, addressing inquiries, resolving issues, and providing personalized solutions. Collaborate with teams to ensure exceptional customer experience and contribute to product improvement.
  • Campaign Assistance: Assist clients with text campaigns and marketing materials, sometimes with short deadlines, to drive engagement and success.
  • Brand Strategy and Content Development: Provide brand strategy and content development support to clients, assisting them in crafting compelling messaging and strategies for their text marketing campaigns.
  • Sales/Marketing Experience: Utilize your marketing and sales knowledge to enhance client engagement and provide valuable insights into effective marketing strategies.
  • Data Analysis: Analyze data and generate reports to determine optimal strategies for database growth and content engagement, enhancing client satisfaction and reducing churn.
  • Collaborative Projects: Collaborate with development and marketing teams on special projects, ensuring seamless integration of client needs and company objectives.
  • Technical Support: Assist, troubleshoot, and test the platform to ensure it is ready and functioning for client success.

Qualifications:

  • Strong communication skills, both verbal and written.
  • Management experience.
  • Creative, resourceful, detail-oriented, and highly organized.
  • Ability to work independently and follow through on projects with minimal instruction.
  • Self-starter, highly motivated, and ready to take initiative.
  • Passion for driving business value to customers through software development, automation, and new technology.
  • Ability to thrive in a fast-paced startup environment, managing multiple priorities in a deadline-oriented setting.
  • Working knowledge of or high interest in the SMS/MMS messaging industry.
  • Previous B2B or SaaS experience preferred.
  • Some graphic design experience is a plus; Adobe or Canva.
  • Experience in advertising and marketing-related fields is preferred.
  • Proficiency in Microsoft Suite, G-Suite, etc.
  • Familiarity with Jira, Figma, Monday, and Slack is a plus, but not required.

What We Offer

  • Competitive compensation package with bonus opportunities
  • Health insurance
  • Paid Time Off, Paid holidays, Birthday day off, one flex holiday per year, office closed from December 24th – January 1st, 1st Monday in May off for Mental Health Awareness
  • A flexible schedule that allows you to adjust daily start and finish times to fit your needs
  • Team health and wellness opportunities; 24/7, on-site fitness center
  • Training according to your desired path and development needs
  • A company culture that values employees’ unique skills and allows them to grow

Extra fun stuff:

  • A fun start-up environment
  • Free coffee, great snacks, & company swag
  • Casual dress code
  • Team activities in and outside of the office
  • Hypoallergenic office dogs 🙂

Eligibility

TapOnIt is an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Visa Sponsorship is NOT available for this position.