Customer Success Manager

2 weeks ago

New York, New York, United States Revv LLC Full time
About Revv LLC

Revv LLC is a pioneering B2B SaaS company revolutionizing the auto collision industry with cutting-edge AI and machine learning solutions. Our mission is to reduce collisions and create a safer transportation landscape.

Position Overview

We're seeking a highly skilled Customer Success Manager to join our team. As a key member of our growing CSM team, you'll play a pivotal role in fostering strong relationships and driving new products across our customer base. Your primary focus will be ensuring a positive customer experience, advocating for our customers internally, and exploring growth opportunities.

Core Responsibilities:
  • Customer Advocacy & Relationship Management: Act as a trusted advisor and primary point of contact, fostering high-level relationships, driving engagement, and growing accounts organically by introducing new products. Conduct strategic business reviews to identify opportunities and develop action plans.
  • Customer Onboarding & Training: Drive customer onboarding, training, and product adoption while collaborating internally to manage the process, resolve issues, and optimize experiences. Ensure loyalty and advocacy through proactive support.
  • Revenue & Contract Management: Independently lead pricing, deal operations, renewals, and contract negotiations. Monitor usage trends, analyze outcomes, and document client health metrics for informed decision-making.
  • Customer Experience Optimization: Optimize the customer experience through product improvements and strategic planning, ensuring alignment with customer needs and preferences.
  • Industry Expertise & Market Awareness: Stay informed about industry trends and product offerings, demonstrating expertise to provide valuable insights to clients.
  • Client Relationship Management: Cultivate strong client relationships by understanding customer needs, aligning their goals with Revv solutions, managing their onboarding process, and maintaining regular contact. Implement tailored success and engagement plans to maximize client satisfaction.
  • Communication and Education: Utilize behavioral data to segment clients and develop impactful communication strategies. Conduct educational sessions, including webinars, consultations, and demos, to enhance customer understanding of Revv features.
  • Business Expansion and Improvement: Identify additional product applications and partnership opportunities within client organizations. Drive internal improvement projects, advocate for client needs in product development, and collaborate with Consulting and Product teams to explore upsell, cross-sell, and expansion opportunities.
Requirements:
  • Industry Experience: Experienced in B2B SaaS companies, adept at identifying opportunity paths and delivering value to customers.
  • Customer Relationship Management: Experience developing relationships and closely collaborating with individuals across all levels within a customer organization, including executives. Creates and delivers Success Plans tailored for high complexity, high-touch customer environments.
  • Problem-Solving and Priority Management: Proactively solves challenging problems on behalf of customers. Effectively manages competing priorities to ensure customer satisfaction.
  • Customer Success Experience: Brings over 3 years of comprehensive B2B SaaS customer success, account management, and consulting experience. Demonstrates direct commercial responsibility across various account sizes.
  • Communication Proficiency: Exhibits a positive attitude, empathy, and high energy. Showcases exceptional written and verbal communication skills.
  • Proactive Adaptability: Demonstrates proactive and adaptable qualities. Possesses robust customer-facing, presentation, and credibility-building skills. Proficient in problem-solving, analytics, and managing multiple projects under tight deadlines.
  • Strategic Solution Development: Displays strategic thinking and executes creative solutions for complex customer needs. Maintains a strong passion for continuous learning and adaptation to fast-paced environments.
  • Collaborative Expertise: Brings cross-functional collaboration experience with a background in SaaS-based and professional services solutions.
  • Client Relationship Management: Boasts a proven track record in client relationship building, nurturing, and growth. Possesses expertise in securing renewals and driving expansion/cross-sales within the existing customer base.
Compensation:
  • Total compensation package of $100,000-$140,000. The salary and compensation within this range is based on relevant work experience and qualifications.
  • Stock equity
Benefits:
  • Unlimited PTO
  • Hybrid work environment (Monday and Friday WFH)
  • Multiple health, dental, and vision plan options
  • 401k plan

We believe in the power of diversity to spur innovation. We encourage you to apply for this position even if you don't satisfy every listed expectation. We're committed to building a team that includes a variety of backgrounds, experiences, and skills. Be part of our journey and make a tangible difference in the automotive industry.

The pay range for this role is: $100,000 USD per year (HQ)

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