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Customer Success Manager

2 months ago

Austin, United States The Rev Full time

How this role will Serve, Own, and Grow at Rev: Do you want to work at a high-growth company where your impact is seen and rewarded? Are you looking for the autonomy to do your best work? At Rev, we value service, ownership and growth. We are seeking a dedicated and enthusiastic Customer Success Manager to join our team and help our customers maximize the value they get from our products and services.

As a CSM with our team at Rev, you will be the primary point of contact for our clients, ensuring they receive exceptional service and achieve their desired outcomes using our SaaS products. You will work closely with customers to understand their needs, drive adoption, and ensure satisfaction. Your role will involve onboarding new clients, providing ongoing support, and collaborating with cross-functional teams to advocate for customer needs.

Responsibilities:

Serve as a trusted advisor to their portfolio of clients

Establish and nurture long-term relationships with champions and executive sponsors

Proactively recommend use cases, best practices for Rev’s solutions

Negotiate and complete annual renewal contracts

Deliver onboarding for new customers that achieves the expected time-to-first value

Monitor overall client health status, product adoption and usage to stay on pace to utilize contracted credits

Create Success Plans for high value clients that identifies outcomes they expect to achieve and path to achieve them based on their current products

Conduct discovery and uncover opportunities where clients could benefit from organic growth and expansion Ensure that clients are seeing high ROI/value and achieving measurable results

Identify clients that are at high-risk of churn or downgrade and drive efforts to resolve issues, save the client, or optimize credit usage Drive resolution of product and experience issues that require cross-team collaboration

Conduct periodic check-ins, health checks, and business reviews

Keep clients updated about products, features, changes, etc.

Contribute to identifying strategic growth opportunities

Share insights and feedback to product team about how to improve Rev products or experiences

Create documentation and customer training materials

Contribute to the development of Accounts Plans with the Account Managers that identifies path to future growth opportunities

Qualifications:

3+ years of experience in customer success, account management, or a related role

2+ years in a customer success role with experience working at a SaaS B2B company

Proficiency in using CRM software and other customer success tools (i.e. Salesforce)

Strong interpersonal and communication skills, with the ability to build rapport and trust with customers

Good listener who can understand customer needs and communicate Rev’s value proposition

Excellent problem-solving skills and the ability to think strategically

You can get into the weeds and solve problems independently for customers

Ability to manage multiple customer accounts and priorities simultaneously

Passion for customer success and a customer-centric mindset

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