Customer Success Manager

Job description

**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 Revin** Revin's mission is to bring superintelligence to the built world. Millions of operators across Home Services, Construction, and Remodeling have been underserved by prior generations of technology. We believe AI represents the most significant platform shift in a generation, and that the meaningful work lies in the thoughtful, context-aware application of that technology to real-world operations. Revin provides operators with an end-to-end system of intelligence to automate and scale revenue. Our modular product suite spans Scheduling, Appointment Management, Membership Management, Inside Sales, Revenue Capture, Marketing, and Funnel Optimization. Today, over $2.3B in customer revenue runs on Revin, making us the leading AI partner for enterprise operators. Our customers include Sears Home Services, Astara Capital, Del Air, Long Home Remodeling, ImproveIt Remodeling, and Sage Home, among others. **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 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 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** • 2+ 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. • 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