Senior Manager, Customer SuccessHow this role will Serve, Own and Grow at Rev:Are you a commercially minded Customer Success leader who knows how to turn customer value into lasting retention and growth?
Rev is looking for a
Senior Manager, Customer Success to lead and develop a team of three Customer Success Managers (CSMs) while personally managing a small portfolio of strategic customers. This player-coach will help customers activate Rev's products, integrate them into their workflows, and realize measurable value from the platform.
You will bring a strong account management and sales mindset to Customer Success-building scalable playbooks, strengthening executive relationships, identifying expansion opportunities, and driving adoption, retention, and net revenue retention across the team's portfolio.
Responsibilities:- Lead, coach, and develop a team of three Customer Success Managers, establishing clear expectations and accountability for activation, adoption, retention, expansion, and customer health
- Manage a small portfolio of strategic customers, serving as a trusted advisor to champions and executive sponsors
- Own performance across the Customer Success portfolio, including customer activation, gross retention, expansion, and net revenue retention
- Build and continuously improve scalable Customer Success playbooks for onboarding, activation, adoption, risk management, renewals, expansion, and executive business reviews
- Coach CSMs to take a proactive, commercially minded approach to account management, including uncovering customer needs and identifying opportunities to expand Rev's footprint
- Guide customers through onboarding and change management, helping them integrate Rev's products into their workflows and achieve clear time-to-first value
- Drive the introduction and adoption of new Rev products within existing customer accounts through tailored demonstrations, enablement, and ongoing engagement
- Build strong, long-term relationships with customer champions, decision-makers, and executive sponsors through strategic check-ins, health reviews, and business reviews
- Develop strategic success plans that connect customers' business objectives with Rev's products, capabilities, and measurable outcomes
- Monitor customer health, usage trends, engagement, and product adoption to identify risks and intervene before they result in churn or contraction
- Identify and advance opportunities for organic growth and account expansion in partnership with Account Management, Sales, and other go-to-market leaders
- Lead renewal strategy and support the completion of annual renewal agreements, ensuring alignment with customer outcomes and Rev's commercial goals
- Establish consistent operating rhythms, performance reporting, and portfolio reviews that help the team prioritize risk, opportunity, and impact
- Serve as the voice of the customer by translating customer feedback and market insights into actionable recommendations for Product, Marketing, Sales, and other internal teams
- Keep customers informed about new products, feature enhancements, and best practices that can increase the value they receive from Rev
- Create and scale customer enablement resources, documentation, and training materials
• Qualifications:- 6+ years of experience in Customer Success, Account Management, Sales, or a related customer-facing role
- 3+ years of experience leading and developing Customer Success or Account Management professionals
- Experience managing a team while maintaining direct responsibility for a portfolio of strategic customers
- Demonstrated success improving customer activation, adoption, retention, expansion, and net revenue retention
- Strong account management or sales orientation, with experience identifying customer needs, developing commercial opportunities, and expanding existing accounts
- Experience building and implementing scalable Customer Success playbooks, processes, and operating rhythms
- Experience in a B2B SaaS environment with a recurring-revenue business model
- Ability to establish trusted relationships with stakeholders ranging from day-to-day users to executive decision-makers
- Strong coaching skills and the ability to create accountability while supporting professional growth
- Ability to translate customer objectives and workflow challenges into actionable solutions and measurable outcomes
- Comfort using customer data and business metrics to assess portfolio health, prioritize opportunities, and make decisions
- Strong written, verbal, presentation, and negotiation skills
- Experience with CRM, business intelligence, and Customer Success platforms, such as HubSpot and Looker
- A strategic, customer-centered mindset paired with a willingness to work hands-on alongside the team
Location 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. #LI-Hybrid
Ready to drive real impact for our customers while helping shape the future of Rev? Apply now - we'd love to meet you!
