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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 strategically grow our enterprise accounts. As a CSM 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 play a crucial role in driving sales, account growth, and expansion by understanding client needs, promoting product adoption, and identifying opportunities for organic growth. Your responsibilities will include onboarding new clients, providing ongoing support, and collaborating with cross-functional teams to advocate for customer needs. Responsibilities:

Serve as a trusted advisor to a portfolio of clients, focusing on sales and account growth Establish and nurture long-term relationships with champions and executive sponsors Proactively recommend use cases and best practices for Rev’s solutions to drive expansion Negotiate and complete annual renewal contracts, ensuring account retention and growth Deliver onboarding for new customers, achieving the expected time-to-first value Monitor overall client health status, product adoption, and usage to maximize contracted credits Create Success Plans for high-value clients, identifying outcomes and paths to achieve them based on their current products Conduct discovery to uncover opportunities for organic growth and expansion within existing accounts Ensure clients achieve high ROI/value and measurable results Identify at-risk clients and drive efforts to resolve issues, save the client, or optimize credit usage Drive resolution of product and experience issues requiring cross-team collaboration Conduct periodic check-ins, health checks, and business reviews Keep clients updated about products, features, changes, etc Identify and contribute to strategic growth opportunities Share insights and feedback with the product team to improve Rev’s products and experiences Create documentation and customer training materials Develop Account Plans with Account Managers, identifying paths 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 Proven track record in sales, account management, and driving account growth 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 Excellent problem-solving skills and strategic thinking ability Ability to manage multiple customer accounts and priorities simultaneously Passion for customer success and a customer-centric mindset.

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