Founding Customer Success Lead

Job description

ABOUT REVIC Great sellers are the lifeblood of every business. They build relationships, understand needs, and close deals that drive growth. But too often, they're buried under administrative work, disconnected tools, and processes that pull them away from what they do best -- selling. Revic is an AI-native sales acceleration engine built to uplift sales professionals. We handle the complexity -- analyzing data, identifying opportunities, triggering the right workflows -- so reps can focus on the human side of sales. The conversations. The relationships. The moments that matter. Our platform learns what's working, defines who to sell to, and gives reps the context they need to move with confidence and precision. Sales will always be human. Revic exists to make sure it stays that way. We're a well-funded Seed Stage startup. Lean team, strong investors, real enterprise customers, and a product that's changing how revenue teams operate. WHY THIS ROLE EXISTS Revenue teams spend 70% of their time on meta-work instead of selling. We're fixing that with AI agents built on a collective memory -- connecting messy, real-world data into context that drives autonomous action. As our Senior Customer Success Manager, you'll be the human bridge between our product and our customers' outcomes. You'll own post-sales relationships end-to-end: guiding onboarding, driving product adoption, delivering measurable ROI, and turning every customer into a long-term champion. This isn't a slot on an existing team. You'll be the first dedicated senior CS hire. You'll shape our customer journey from scratch, define success playbooks, build the metrics and tooling, and partner directly with leadership, engineering, and GTM to make every Revic deployment a success story. The CS organization scales from what you build. WHAT YOU'LL OWN - Customer outcomes end-to-end. From onboarding to renewal to expansion -- you're the trusted partner helping enterprise customers realize the full potential of Revic. You drive toward documented business outcomes, not just product usage. - The CS playbook. Onboarding workflows, engagement cadences, health scoring, QBR frameworks, escalation processes, KPI dashboards -- you'll build all of it. Future CSMs inherit what you create. - Adoption as a discipline. You don't wait for customers to figure it out. You map adoption phases, identify gaps, push customers through the curve, and create the enablement materials and ROI narratives that make Revic indispensable. - Retention and expansion. Monitor customer health proactively. Spot churn risk before it's visible. Identify and close expansion opportunities. Own net revenue retention. - Voice of the customer. Capture insights from every interaction and feed them back into Product and Engineering. You shape what we build next. - The full scope. At our stage, you own onboarding, QBRs, support, strategic conversations, and everything in between. You see all of it as your job -- and you build the systems to handle it at scale. YOU BELONG HERE IF - You're an enterprise CS veteran. 5-10 years in Customer Success, account management, or a closely adjacent function at a B2B SaaS company. You've managed high-ARR books, multi-threaded across stakeholders, and run executive business reviews. You know what good looks like because you've done it. - You're a builder. You've created CS processes, playbooks, or teams from scratch. You don't need a template -- you write the template. Ambiguity energizes you. - You're outcome-oriented. You measure success by what your customers achieve, not by how many tasks you complete. Every conversation you have is framed around business value. - You're proactive. You spot risk before it surfaces. You drive adoption before you're asked. You build systems before they're needed. You don't punt things to a support team that doesn't exist -- you own it. - You're analytically sharp. Comfortable with usage data, health scores, and ROI metrics. You know what to measure, why it matters, and how to turn data into action. - You bridge worlds. You communicate clearly with technical and business audiences. You're fluent in the languages of Product, Engineering, Sales, and Leadership -- and you translate between them. - You combine AI and customer value. You've worked with AI products, or you're deeply curious about how they work -- and you know that real magic happens in production, not prototypes. - You balance urgency with craftsmanship. You know when to move fast and when excellence really matters. EVEN BETTER IF - You have domain expertise in sales software, revenue intelligence, RevOps, or a related B2B SaaS vertical -- you already speak our customer's language - You've worked at a company known for strong CS (Gainsight, Gong, Clari, Floqast, Blend Labs, etc.) - You've managed or mentored other CSMs and are ready to build a team - You've wrangled messy, real-world data (CRM, email, or public sources) into structured, useful systems THRIVING AT REVIC This is for you if... - You want to look back in 5 years and say, "I helped build that" - You're comfortable juggling multiple priorities and wearing multiple hats - You're excited about shaping a product and a company from the ground up - You want to be your customers' favorite person and your engineers' best friend COMPENSATION & BENEFITS 💰 Competitive base + meaningful equity (we're not another 0.001% shop) 🏥 Benefits: Premium health, dental, vision -- we take care of our people 📍 Remote: SF, Vancouver, New York or wherever works for you 🏝️ Offsites: Every quarter we trade Slack for sunshine and meet in person 🚀 The intangibles: - Learn faster than any course could teach you -- from real data, real users, real stakes - See your work shape how enterprise revenue teams operate - Build the customer success motion from day zero -- and watch it scale with the company - Grow at startup speed -- the kind of trajectory you can't find in big-company comfort zones