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Rev is seeking a Senior Manager of Customer Success to lead a team of three Customer Success Managers while maintaining direct responsibility for a portfolio of strategic customers. This is a player-coach role focused on driving customer activation, adoption, retention, expansion, and net revenue retention.
You will establish and scale Customer Success playbooks for onboarding, activation, adoption, risk management, renewals, and executive business reviews. You'll coach your team to take a proactive, commercially minded approach to account management—uncovering customer needs, identifying expansion opportunities, and building long-term relationships with customer champions and executive sponsors.
Key responsibilities include: leading and developing your team with clear expectations around activation, adoption, retention, and expansion metrics; managing a small portfolio of strategic customers as a trusted advisor; owning performance across activation, gross retention, expansion, and net revenue retention; building scalable playbooks and operating rhythms; guiding customers through onboarding and change management; driving adoption of new Rev products within existing accounts; conducting strategic health reviews and business reviews; developing success plans that connect customer objectives to measurable outcomes; monitoring customer health and usage trends to identify and mitigate churn risk; identifying organic growth and expansion opportunities in partnership with Account Management and Sales; leading renewal strategy; translating customer feedback into actionable recommendations for Product, Marketing, and other teams; and creating customer enablement resources and training materials.
Rev is a speech technology company disrupting the industry through bold thinking and diverse perspectives. This role offers the opportunity to shape the future of the company while driving real customer impact.
The position is hybrid, based in Austin, TX, with an expectation of being onsite 3 days per week at 1717 W 6th St, Suite 310, Austin, TX 78703.
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 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
- Strategic, customer-centered mindset paired with willingness to work hands-on alongside the team
