Senior Manager, Customer Success

Rev
Austin
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Coaching","Accountability","Stakeholder management","Negotiation","Metrics-driven decision making"]

Lead and develop a team of three Customer Success Managers while managing a strategic customer portfolio as a player-coach. Drive customer activation, adoption, retention, expansion, and net revenue retention by building scalable success playbooks and operating rhythms. Help customers integrate Rev’s products into their workflows, introduce new offerings, monitor health and usage to prevent churn, and partner with go-to-market leaders to grow organically.

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Rev
Rev
3 days ago

Senior Manager, Customer Success

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead and develop a team of three Customer Success Managers while managing a strategic customer portfolio as a player-coach. Drive customer activation, adoption, retention, expansion, and net revenue retention by building scalable success playbooks and operating rhythms. Help customers integrate Rev’s products into their workflows, introduce new offerings, monitor health and usage to prevent churn, and partner with go-to-market leaders to grow organically.
Location: Austin
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Lead, coach, and develop a team of three Customer Success Managers, setting expectations for activation, adoption, retention, expansion, and customer health
  • •Manage a portfolio of strategic customers as a trusted advisor to champions and executive sponsors
  • •Own portfolio performance 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
  • •Drive renewal strategy and expansion by guiding onboarding/change management, identifying growth opportunities, and monitoring customer health to intervene before churn

Key Requirements

  • •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
  • •Experience building and implementing scalable Customer Success playbooks, processes, and operating rhythms
Experience:6+ yearsB2B SaaSRecurring revenue
Skills:CoachingAccountabilityStakeholder managementNegotiationMetrics-driven decision making
Tech Stack:HubSpotLookerCRMBusiness intelligenceCustomer Success platforms

Company Brief

Rev
Provides human-powered transcription, captions, subtitles, and translation services for businesses, media creators, and enterprises, combining a network of freelance transcribers with proprietary tools and APIs to deliver fast, accurate speech-to-text solutions.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Bootstrapped
Headquarters: San Francisco, United States
Founded: 2010
WebsiteLinkedIn