TrueDialog, Inc.

Lead product strategy, manage cross-functional teams, and translate technical features into business value for a messaging platform. | Extensive experience in SaaS product management, deep understanding of SMS/MMS technologies, compliance, and API ecosystems, with strong communication skills. | Based in Austin, Texas, TrueDialog is a Communications Platform-as-a-Service (CPaaS) company that offers an enterprise-grade SMS messaging platform designed for businesses of all sizes. Our award-winning platform is transforming how organizations connect with customers through text messaging - today's most engaging and responsive channel - with powerful capabilities and simplified implementation. Through superior features, industry-leading security, and direct carrier connections, the platform deliver enterprise-grade reliability while reducing messaging costs by up to 75%. TrueDialog is trusted by thousands of brands, including Coca-Cola, Hilton, Kansas City Chiefs, Northern Tool, SubjectWell, and Tulane University. We are seeking a Sr. Product Manager to augment the customer and market needs and contribute to the vision, strategy, development and execution of our SMS, MMS, Voice and RCS communications platform. This role will report directly to the Chief Technology Officer (CTO) and will also work closely with the CEO, and other members of the leadership team as needed. The ideal candidate will be instrumental in collaborating with the CTO to help shape the product roadmap and run product operations, ensuring product excellence, and delivering innovative solutions that meet the evolving needs of enterprise customers and partners, and keep TrueDialog at the forefront of innovation. The ideal candidate will act as the crucial bridge between product development, sales, and marketing. He/she will have a strong understanding of the technology and work closely with the product owners, to effectively translate timelines and product details to marketing and sales, and also translate market and customer needs into requirements for the product owners. Key Responsibilities Product Operations Leadership Collaborates with the leadership team to capture product vision and strategy and produce company-wide associated work products Work with the CTO and Product Owners to manage the product roadmap, aligned with company goals and market trends. Identify opportunities for innovation in messaging workflows, integrations, and compliance-driven features. Partner with the CTO to align product initiatives with technical architecture and scalability plans. Work with leadership to ensure all new feature requests are based on quantified business cases such as revenue improvement, retention improvement, or competitive parity. Execution & Delivery Work closely with the tech team to deliver high-quality product releases. Establish KPIs and success metrics to measure product adoption, customer satisfaction, and revenue impact, in coordination with customer success, marketing and finance. Drive prioritization and resource allocation across competing initiatives. Customer & Market Insight Engage with customers, partners, and industry stakeholders to gather insights and translate them into product requirements. Monitor competitive landscape and regulatory changes (e.g., carrier rules, TCPA, potentially GDPR with future expansion) to ensure compliance and differentiation. Leadership & Collaboration Work closely with product managers/owners and foster a culture of accountability, innovation, and operational excellence. Serve as a product voice in executive discussions, providing clear updates and strategic recommendations. Collaborate closely with engineering leadership to balance speed, scalability, and compliance. Collaborate with a team of product owners, ensuring alignment across product lines and team efficiency Actively learn and understand each product owner’s area of expertise to foster collaboration and cross-domain innovation. Build a unified product culture that values knowledge-sharing and collective accountability. Marketing Partnership Work with the Marketing team to translate technical features into clear, non-technical product descriptions and highlight business value, for campaigns, collateral, and customer communications. Ensure product positioning resonates with diverse audiences, from technical buyers to business decision-makers. Documentation & Knowledge Management Develop and maintain comprehensive product documentation, including feature specifications, release notes, and compliance updates. Identify areas requiring updates and ensure documentation remains accurate, accessible, and aligned with regulatory standards. Proven experience (6+ years) in product management, ideally at communications, SaaS, or messaging platform start-up or earlier stage founder-led companies. Strong understanding of SMS/MMS technologies, carrier ecosystems, APIs, and compliance frameworks. Knowledge of RCS a plus Demonstrated ability to translate technical concepts into successful business outcomes for diverse audiences. Track record of leading cross-functional teams and delivering products at-scale. Excellent communication, stakeholder management, and executive presentation skills. The ideal candidate can effectively translate highly technical concepts into valuable content for the marketing and sales teams. Analytical mindset with experience in data-driven decision-making and customer-centric product design. Adept at navigating complexity, rapid decision cycles and evolving priorities. Proven ability to translate founder intent into executable product plans while balancing structure, delivery discipline, and business outcomes. Proactive, independently goal-driven, high integrity, highly organized. Negotiation skills, particularly in reconciling diverse perspectives in the organization. Advanced experience with Jira & Confluence and other products in the Atlassian ecosystem. Preferred Qualifications Experience with US and Canadian messaging regulations (e.g., TCPA, carrier compliance). Background in enterprise SaaS or B2B communications platforms. Familiarity with cloud infrastructure (Azure, AWS) and API-first product design. Prior experience with CRMs such as Salesforce, HubSpot, Microsoft Dynamics Master’s in Product Management (MPM) or advanced degree in technology, business, or related field. Prior product leadership experience and certifications Dynamic Work Environment: Join a passionate team in a fast-growing company with a strong product foundation, proven financials, and ambitious growth plans. This is an opportunity to shape the future of enterprise SMS communications in a high-growth environment including direct collaboration with the CTO and executive leadership team. Competitive Compensation: Attractive salary and benefits package in a remote company, including 70% of employee health benefits paid, 401k, strong PTO, and professional development opportunities. Growth Opportunities: Be a key player in a market that is poised for exponential growth, and scale-up environment where your insights and leadership will directly impact the company’s future Innovative Culture: Work in a collaborative culture of innovation, compliance, excellence, and customer impact. This is a forward-thinking setting that values innovation, creativity, and data-driven decision-making with a strong team and proven Executive team

Manage customer relationships, ensure satisfaction and adoption, handle escalations, mitigate risks, and drive growth through upselling and cross-selling. | 3-5+ years in Customer Success or related roles, experience in SaaS or communication technology preferred, strong relationship and communication skills, data-driven, proactive, and familiar with CRM tools. | Based in Austin, Texas, TrueDialog is a Communications Platform-as-a-Service (CPaaS) company that offers an enterprise-grade SMS messaging platform designed for businesses of all sizes. Our award-winning platform is transforming how organizations connect with customers through text messaging - today's most engaging and responsive channel - with powerful capabilities and simplified implementation. Through superior features, industry-leading security, and direct carrier connections, the platform deliver enterprise-grade reliability while reducing messaging costs by up to 75%. TrueDialog is trusted by thousands of brands, including Coca-Cola, Hilton, Kansas City Chiefs, Northern Tool, SubjectWell, and Tulane University. As we continue to scale our business, we are looking for an exceptional Customer Success Manager to join the growing Customer Success team in our Austin, TX headquarters office located at 1705 S Capital of Texas Hwy, Austin, Texas 78746. We’re looking for someone who thrives in a dynamic environment, loves building relationships, and is passionate about helping customers succeed with innovative communication technology. Reporting to the VP Customer Success, you will take initiative and ownership as a CSM of relationships with our valued customers by providing consultative guidance on their use of the award-winning TrueDialog SMS product to increase adoption, satisfaction, and long-term success. Through active engagement with your portfolio of customers, you’ll track and measure customer health metrics, identify account risks early, and act as a trusted advisor to them in handling escalations. Ultimately, with a strategic and business mindset, you’ll proactively identify and upsell and cross-sell opportunities to expand customer relationships and increase revenue. What You’ll Do Own the Customer Relationship - Serve as the primary point of contact for customers throughout the post-sales lifecycle, ensuring satisfaction, adoption, and long-term success in a data-driven fashion. Engage & Educate - Advise on their SMS strategy, best practices and feature functionality. Conduct onboarding sessions, training, and regular business reviews to help customers maximize the value of the TrueDialog platform. Handle Escalations - Act as a trusted advisor during critical issues, coordinating resolution and communicating effectively with stakeholders. Monitor Health & Mitigate Risk - Analyze and track usage, customer health metrics, identify risks early, and develop action plans to prevent churn. Drive Expansion & Growth - With a commercial mindset, proactively identify and execute upsell and cross-sell opportunities to expand customer relationships and increase revenue. Expansion is a core priority for this role. Collaborate Across Teams - Work closely with Sales, Marketing, Product, and Support to deliver a seamless customer experience and advocate for customer needs internally. Share Insights - Provide feedback from customers to influence product roadmap and service improvements. 3-5+ years in Customer Success or related roles (support, sales, account management, marketing, project management) with account ownership of a large portfolio of mid-market customers or similar. Industry experience in SMS/RCS messaging, CPaaS, and/or email amd marcom technology strongly preferred. Strong relationship building and communication skills. Consultative with a commercial mindset. Strong understanding of growth and retention techniques and strategies and proven track record of driving expansions and managing renewals, especially in high-risk accounts. Mental agility and business acumen. Curiosity, data-driven, ability to analyze data and transform insights into actionable strategies. A proactive, hands-on approach and ability to thrive in a dynamic, fast-paced environment. Passion for customer advocacy and delivering exceptional experiences. Experience in SaaS and familiarity with CRM tools (Salesforce, HubSpot, etc.). We believe that together with our customers, coworkers, and/or partners, working side-by-side in spirit of the greater good, we accomplish positive outcomes. This role is right for someone who enjoys leveraging the strengths of others in the company to deliver the optimal experience to the customers. Likewise, the ideal candidate will be someone who contributes his/her/their strengths towards the success of the team as a whole. Dynamic Work Environment: Join a passionate team in a fast-growing company with a strong product foundation, proven financials, and ambitious growth plans. Competitive Compensation: Attractive salary and benefits package in a remote company, including 70% of employee health benefits paid, 401k, strong PTO, and professional development opportunities. Growth Opportunities: Be a key player in a market that is poised for exponential growth, and scale-up environment where your insights and leadership will directly impact the company’s future Innovative Culture: Work in a collaborative, forward-thinking setting that values innovation, creativity, and data-driven decision-making with a strong team and proven Executive team.