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Manager, Customer Success
1 month ago
Manager, Customer SuccessAre you passionate about building lasting relationships and helping customers achieve real outcomes? At Rev, we value Serve, Own, and Grow and we're looking for a dedicated Manager, Customer Success (CSM Team) to live those values every day.This is a player/coach role: you'll both lead and mentor a team of Customer Success Managers and maintain your own strategic book of business. You'll guide key accounts through onboarding, adoption, and long-term success while driving accountability for customer health and retention across your team.Responsibilities:Lead, coach, and develop a team of Customer Success Managers, ensuring accountability for customer health, retention, and expansion metrics across the portfolioOwn the introduction of new products to Rev's current customers, activate them on those new products, educate them to integrate these into their workflows, and ensure they get value out of Rev's suite of productsBuild and maintain strong, long-term relationships with champions and executive sponsors through regular check-ins, health reviews, and business reviewsLead customer onboarding and change management efforts to drive adoption, align product use with business goals, and deliver clear time-to-first valueProactively encourage deeper product engagement to maximize ROI and activate customer accountsDeliver tailored platform demos that highlight relevant use cases and business valueMonitor client health, usage trends, and product adoption to identify and address risks of churn or downgradeDevelop strategic Success Plans for high-value clients that map product capabilities to desired outcomesIdentify and support opportunities for organic growth and account expansion through discovery and collaboration with Account ManagersManage and complete annual renewal contracts, ensuring alignment with client goals and satisfactionServe as the voice of the customer by sharing insights and product feedback with internal teams to improve the overall Rev experienceKeep clients informed of product updates, feature enhancements, and new best practicesSupport the creation of enablement resources, including documentation and training materials, to scale customer successQualifications:4+ years of experience in Customer Success, Account Management, or related roles2+ years of experience in managing customer success, account management team members2+ years in a SaaS B2B environment, ideally with a recurring revenue modelProficiency with CRM and customer success tools (e.g., Hubspot, Looker)Strong communication and relationship-building skillsAbility to translate customer needs into actionable solutionsStrategic thinker with hands-on problem-solving skillsProven ability to manage multiple accounts and prioritiesCustomer-centric mindset with a passion for helping others succeedLocation Requirement:If you're based in Austin, TX, this is a hybrid role with an expectation of being onsite 3 days per week at our office located at: 1717 W 6th St, Suite 310, Austin, TX 78703.Ready to drive real impact for our customers while helping shape the future of Rev? Apply now we'd love to meet you
