Customer Success Manager (CSM)
Location: New York City
Compensation: Base: $110,000-130,000; Variable Comp: $40,000; OTE $150,000-170,000
Employment: Full-time, On-site
Department: Customer Success
About the Role
We are hiring a Customer Success Manager to partner with Revin's largest and most complex enterprise accounts. This is a high-touch role centered on structured implementation, disciplined rollout execution, ongoing relationship management, and account expansion.
You will work with multi-location home services businesses, including family-owned operators, regional platforms, and private equity-backed rollups. In most cases, the customer purchasing Revin is managing a substantial operational footprint across brands, call centers, geographies, and systems. Your responsibility is to guide those customers through a rigorous adoption process, shape implementation plans that reflect their operational realities, and ensure they realize measurable value on a defined timeline.
This role suits someone who is direct, methodical, highly personable, and energized by working closely with operators who build and run real-world businesses. The right candidate combines strong interpersonal instincts with disciplined execution and takes pride in running a tight process from kickoff through expansion. This role reports into the Head of Customer Success.
What You Will Do
• Own the end-to-end relationship with high-touch enterprise customers as they implement and expand Revin across locations, brands, and teams.
• Lead structured onboarding and implementation planning, coordinating contract milestones, rollout waves, operational priorities, and cross-functional dependencies.
• Run a call-heavy cadence with customers, driving product understanding, sharing best practices, and moving deployments forward against defined milestones.
• Partner with customers to document workflows, business requirements, and edge cases, then translate that context into clear internal specifications for Revin's product and forward-deployed teams.
• Work closely with forward-deployed engineers and technical teams to ensure customer needs are reflected in agent configuration, implementation plans, and product improvements.
• Guide customers through the adoption of Revin across voice, SMS, and email channels, with a strong focus on operational quality, compliance, and customer trust.
• Travel to customer sites approximately 1-2 times per month for day trips or short overnight visits.
• Support a customer portfolio that ranges from sophisticated enterprise organizations to operators adopting modern AI tooling for the first time.
What to Expect in the Role
• This is a call-heavy role. Expect approximately 40 to 50% of your time to be spent on customer calls, running strategic discussions or leading discovery.
• You will primarily support Revin's enterprise accounts, particularly high-touch customers with complex, multi-phase implementations.
• You will work across home services categories such as roofing, HVAC, and adjacent trades. Prior home services experience is not required.
• You will operate in a fast-moving environment where priorities evolve quickly and internal processes are actively being codified. We take the process seriously and expect this role to help strengthen and scale it.
• The role is highly cross-functional and requires comfort operating with both customer stakeholders and internal product and technical teams.
Who You Are
• Approximately 3 to 6 years of experience, ideally in customer success, account management, implementation, sales, or another customer-facing function within a fast-moving environment, ideally at a high growth B2B SaaS, AI, or tech company.
• Highly personable, direct, and grounded, with a low-ego, high-accountability approach to your work.
• A quick learner who is comfortable operating from first principles when a playbook is still being built.
• Assertive and clear without being performative or over-polished.
• Genuinely energized by working with real-world operators and physical-world businesses, not only traditional software buyers.
• An excellent communicator who can build durable trust with demanding customers and navigate a wide range of personalities and business contexts.
• Organized, process-oriented, and rigorous about follow-through.
• Bonus: prior startup experience or time in a highly unstructured environment.
• Bonus: a background in sales or another role that required strong live-conversation judgment.
This Role May Not Be the Right Fit If
• You require a fully mature, rigid operating environment with predefined answers for every situation.
• You prefer highly formal enterprise settings over direct, hands-on engagement with operators.
• You are uncomfortable with change, ambiguity, or holding multiple responsibilities simultaneously.
• You find it difficult to build rapport with practical, results-focused business owners.
Compensation and Benefits
• Competitive base salary
• Meaningful equity package
• Full-time, on-site role in New York City
• Significant upside through early ownership and career growth
Benefits
• Unlimited PTO
• Fully covered medical (employee cost: $0)
• 401(k) matching
• Lunch and dinner provided in office
• Gym membership stipend
• Clear Travel Pass
• Tech equipment
• Mentorship pairing with a Revin advisor or investor
• Relocation assistance
