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Careers at TxtCart SMS Marketing

  • Job: Customer Success Manager
  • Location: Remote (US preferred; open to other regions)
  • Job Type: Full-Time Contractor (with path to FTE)
  • Company: TxtCart – AI Powered SMS Marketing for eCommerce Brands

About TxtCart

TxtCart is an AI-native SMS marketing platform built exclusively for Shopify merchants. We help DTC brands recover abandoned carts, drive repeat purchases, and run intelligent SMS campaigns through a conversational AI Agent that talks like a real person.

We are bootstrapped, profitable, and growing fast. Around $4M ARR, 1,200+ paying merchants, and a small async-first team operating remotely. This role sits inside our Customer Experience team, reporting to Juan, our Head of Customer Experience, and owns the ongoing relationship with our paying merchants after they are activated

The role

You are going to own the day-to-day retention relationship for TxtCart’s book of paying merchants. You will inherit the existing book of business and the health and retention playbook the team already runs, and your job is to keep those merchants healthy, catch risk early, and run the save motion when an account is at risk, flagging expansion opportunities as you see them.

This is not a build-from-scratch leadership seat. You will slot into the Customer Experience team alongside our Customer Support Representatives, both reporting to Juan, but your lane is different from theirs: they own the support ticket queue and activation, you own the ongoing merchant relationship once an account is paying. You will follow the existing playbook and help extend it as you learn the book, rather than inventing the function from a blank page.

What you'll own

  • The inherited book of business. Merchant relationships handed off with context, history, and current health status.
  • Retention and the save motion. Own the at-risk conversations for your book and run the save play the team has already defined.
  • Merchant health tracking. Keep health status (green/yellow/red) current across your book, and flag risk to Juan before it becomes churn.
  • Expansion signals. Notice add-on, upsell, and plan right-size opportunities and route them to the right owner.
  • The playbook, as a contributor. Follow the existing CS playbook and help extend it as the book and the merchant base change.
  • Partnership with Support. Share merchant context with the Customer Support Representatives so handoffs between a support ticket and a relationship conversation are seamless.

First 90 days

By day 30

  • Full handoff of the book of business: which merchants, current health status, and recent history.
  • The existing CS playbook and health framework, learned and followed as written.
  • Shadowed save-motion and health-review conversations with Juan before running them solo.

By day 60

  • Running health reviews and save-motion conversations independently for the book.
  • First round of playbook feedback delivered to Juan.
  • First expansion signals flagged and routed.

By day 90

  • Full independent ownership of the book’s day-to-day retention and health work.
  • A documented list of playbook updates made or proposed.
  • A clean baseline of book health and save-rate performance.

What we're looking for

Must-haves

  • 2 to 3 years of experience at a startup, ideally in the ecommerce/DTC space or a Shopify app company.
  • Great written and spoken English, with the confidence to write to merchants and get on camera with them.
  • Comfortable on camera and on calls; merchants should feel like they have a real person looking out for their account.
  • A follower and builder of process, not just an owner of one: you can pick up an existing playbook and run it faithfully while suggesting improvements.
  • Comfortable being embedded in a small team, reporting to Juan and coordinating daily with support, without a large org around you.

Nice to haves

  • Ideally US-based, though open to the other regions TxtCart hires from if the fit is strong.
  • Prior experience with merchant or account health scoring, save motions, or churn-risk workflows.
  • Familiarity with Shopify, SMS/email lifecycle marketing, or a similar ecommerce SaaS tool.

Compensation and structure

  • Full-time contractor engagement, remote.
  • $2,500 to $3,500 per month to start, based on experience and location; to be finalized against the final scope and candidate.
  • Reports to Juan Moreno, Head of Customer Experience.
  • 90-day review with potential for expanded scope and compensation growth based on results and fit.

How to Apply

Send the following to kyle@txtcart.ai with the subject line “Customer Success Manager – [Your Name]”:

  • Your track record: specific retention, save-motion, or account-health results you’ve driven, with context on what you owned versus what a team owned.
  • Your LinkedIn profile.
  • Two sentences on why this role and why now. We review every application personally

We review every application personally.