Senior Customer Success Manager

Job description

RevenueCat removes the headaches of building and scaling in‑app subscriptions. Since graduating from YC’s S18 batch we’ve grown into the default monetization platform for mobile: we’re in >40% of newly shipped subscription apps, we process $12B+ in annual purchase volume, and we help everyone from a solo dev in Brazil to the OpenAI mobile team understand and grow their revenue. We’re a remote‑first crew of 150+, spread across 25+ countries, and guided by values we actually practice: Customer Obsession, Always Be Shipping, Own It, and Balance. If you want your work to touch hundreds of millions of end‑users (and help the developers behind them get paid), you’ll fit right in. THE ROLE This is not your typical Customer Success role. RevenueCat prices based on how much money a customer makes. That creates an unusually clear alignment of incentives: when our customers grow, we grow. That means Customer Success at RevenueCat should be more than relationship management, implementation check-ins, and polite QBRs. Our best CSMs understand a customer’s app, audience, business model, growth goals, internal constraints, RevenueCat usage, and decision-making dynamics well enough to help that customer make better decisions. Sometimes that means helping them adopt the right RevenueCat feature. Sometimes it means spotting that their paywall, pricing, lifecycle, onboarding, or retention motion deserves a closer look. Sometimes it means bringing in a technical partner to make sure an implementation question gets answered correctly. Sometimes it means bringing in one of our growth specialists — people with deep expertise in areas like paywall conversion, lifecycle messaging, paid user acquisition, pricing, or gaming monetization — when a customer has a specific high-impact growth problem worth digging into. And often, it means doing the unglamorous but critical work of keeping everyone aligned on context, priorities, next steps, owners, and follow-through. That’s this role. As a Senior Customer Success Manager, you’ll own a portfolio of managed RevenueCat customers and help them get more value from RevenueCat. You’ll become the person who understands where each customer is trying to go, what is getting in their way, how RevenueCat can plausibly help, and what needs to happen next. You are not expected to be the best technical expert, paywall expert, lifecycle expert, paid acquisition expert, or pricing expert in the company. You are expected to be a strong growth generalist: curious, commercially aware, product-fluent, organized, and credible enough to diagnose the right problem, bring in the right person, and own the follow-through. WHY WE’RE HIRING FOR THIS ROLE NOW RevenueCat has grown quickly, and our customer base now spans everything from tiny indie apps to some of the largest mobile businesses in the world. The traditional version of Customer Success - where a CSM is mostly a relationship owner, meeting scheduler, escalation path, or (and this is the worst one) secretly just another sales person trying to upsell customers things they don’t need - is not enough for where we are going. Our customers want help making more money. They want better visibility into what is happening in their subscription business. They want practical guidance on monetization, paywalls, pricing, retention, lifecycle, platform rules, and product adoption. They want to know what other great app businesses are doing. They want RevenueCat to be a partner in growth, not just a vendor they ping when something breaks. At the same time, we cannot give every managed customer the same level of depth. Some customers need deep account planning, proactive growth diagnosis, stakeholder mapping, technical input, and clear expansion / adoption strategy. Some need lighter but still thoughtful guidance. Some need scalable education, templates, webinars, playbooks, office hours, and better self-serve resources. A strong CSM knows the difference. This role is for someone who wants to help define what modern Customer Success should look like for app businesses: commercially sharp, deeply customer-aware, product-fluent, growth-oriented, and built for leverage. WHAT YOU’LL BE RESPONSIBLE FOR CUSTOMER CONTEXT AND ACCOUNT STRATEGY You’ll build deep understanding of each customer in your portfolio: their app, value proposition, audience, onboarding, paywall, pricing, plans, lifecycle, user acquisition motion, retention drivers, business model, growth goals, stakeholders, RevenueCat usage, risks, and opportunities. You’ll turn that context into clear account strategy: what matters, what RevenueCat can help with, what the customer should adopt next, where the risks are, who needs to be involved, and what the next step is. HELPING CUSTOMERS GROW WITH REVENUECAT You’ll help customers identify where RevenueCat can plausibly help them make more money. That could include better use of RevenueCat Analytics, Paywalls, Experiments, Offerings, targeting, integrations, web monetization, or other parts of the product. It could also mean helping them think through broader subscription growth questions: conversion, retention, lifecycle, pricing, packaging, churn, winback, platform strategy, or monetization experiments. You won’t always be the deepest expert in the room. But you should understand enough to ask good questions, avoid shallow advice, spot the real problem, and bring in the right specialist when needed. PRODUCT ADOPTION AND BUSINESS OUTCOMES You’ll make sure customers are not just paying for RevenueCat, but actually using it in ways that help their business. That means understanding their goals, identifying adoption gaps, helping them prioritize what to implement next, and making sure our product becomes more deeply embedded in how they operate. Success is not “the customer likes us.” Success is the customer getting more value from RevenueCat, adopting the right products, making better monetization decisions, and becoming more likely to grow with us over time. BUSINESS REVIEWS THAT ACTUALLY MATTER You’ll run customer conversations and business reviews that are useful. Not generic QBR theater. You’ll bring customer-specific context, product usage insights, account risks, growth opportunities, benchmarks where relevant, and clear recommendations. You’ll leave customers with better understanding and concrete next steps. CROSS-FUNCTIONAL COORDINATION You’ll work closely with technical account partners, support, product, sales, and growth specialists. RevenueCat is a technical product, and customers often need help that spans multiple functions. A great CSM does not try to answer everything themselves, but also does not blindly route questions and walk away. You’ll own the customer context and next-step clarity. When a customer has a technical implementation, SDK, API, data, StoreKit, Google Play, Stripe, webhook, entitlement, or debugging question, you’ll bring in the right technical partner. When a customer has a specific, high-impact growth problem, you’ll help decide whether one of our growth specialists should get involved. When a customer’s feedback points to a product gap, you’ll make sure Product understands the pattern and the business impact. When renewal, expansion, or executive alignment matters, you’ll partner with Sales and GTM leadership. RISK, RENEWAL, AND EXPANSION CONTEXT You’ll understand the health of your accounts beyond surface-level relationship status. Who are the decision makers? What is the customer trying to achieve? Are they adopting the right parts of RevenueCat? Are there unresolved risks? Are there expansion opportunities? Is there executive alignment? Is the customer getting measurable value? You’ll partner with Sales where commercial action is needed, and you’ll make sure RevenueCat has a clear view of account health, risk, adoption, and growth potential. TURNING REPEATED WORK INTO LEVERAGE You’ll notice patterns. When the same question, objection, adoption gap, growth problem, or customer confusion shows up repeatedly, you’ll help turn it into something reusable: a playbook, template, webinar, customer guide, internal enablement, support macro, docs improvement, sales asset, or product feedback. We don’t want to solve the same problem from scratch forever. The goal is to make the whole company smarter every time we learn something from a customer. WHAT YOU’LL NEED TO UNDERSTAND DEEPLY THE CUSTOMER’S APP What does the app do? Who is it for? What problem does it solve? How does onboarding work? What does the paywall look like? What plans do they offer? What drives conversion, retention, and willingness to pay? THE CUSTOMER’S CUSTOMERS Who uses the app? Why do they subscribe? Why do they churn? What segments matter? Where is the friction? What motivations, objections, and behaviors shape the subscription business? THE CUSTOMER’S BUSINESS How does the company make money? What are their growth goals? What markets matter? What constraints are they operating under? Who makes decisions? What does success look like for them? REVENUECAT’S PRODUCT Not just what features exist, but which features can plausibly help a customer make more money, reduce operational pain, learn faster, or run their business better. APP GROWTH BROADLY You should be comfortable learning and talking about monetization, paywalls, pricing, lifecycle, retention, churn, trials, onboarding, paid acquisition, LTV, cohorts, experiments, and subscription strategy. You don’t need deep specialist-level expertise in all of these areas. You do need enough judgment to know which problem is worth solving. WITHIN THE FIRST MONTH, YOU’LL: - Gain a deep understanding of RevenueCat’s product, customers, customer segments, and managed customer motion - Meet with Customer Success, Sales, Product, Support, technical account partners, and growth specialists to understand how we work today - Sit in on customer calls, implementation handoffs, business reviews, and internal account discussions - Start building customer context for a small set of managed accounts - Present your “first ship” — a RevenueCat onboarding tradition where you create and share something useful based on your first few weeks. For this role, that could be an account-plan template, a customer insight, a growth playbook, a customer education idea, or an improvement to how we run customer conversations WITHIN THE FIRST 3 MONTHS, YOU’LL: - Own a portfolio of managed customers - Build account plans for your most important accounts, including customer goals, app context, RevenueCat adoption, growth opportunities, risks, stakeholders, open asks, and next steps - Identify product adoption opportunities and help customers take action on them - Run customer conversations and business reviews that produce concrete next steps - Work with technical partners and growth specialists without becoming a relay layer - Begin tracking success across account health, adoption, customer outcomes, risks, and renewal / expansion context WITHIN THE FIRST 6 MONTHS, YOU’LL: - Be trusted by customers as a thoughtful, growth-oriented account partner - Have improved product adoption and account clarity across your portfolio - Have helped customers identify and act on meaningful monetization or growth opportunities - Have turned repeated customer questions or growth problems into reusable assets, playbooks, docs, templates, or enablement - Be a strong internal voice for customer context, helping Product, Sales, Support, and Marketing understand what customers are trying to do and where they get stuck AFTER 12 MONTHS, YOU’LL: - Have helped customers make better decisions about their subscription business - Have contributed meaningfully to customer health, product adoption, renewal readiness, and expansion context - Be known internally as someone who brings clear customer context, sharp judgment, and strong follow-through - Have helped define what great CSM work looks like at RevenueCat - Have made the team smarter by turning customer learnings into reusable systems, content, and playbooks WHAT YOU’LL NEED TO BE SUCCESSFUL - 5+ years of experience in Customer Success, Account Management, Customer Growth, Strategic Consulting, Growth, Product, Marketing, Sales, Support, or a similarly customer-facing role - Experience managing strategic or high-value customer relationships where product adoption, account strategy, stakeholder management, and business outcomes mattered - Strong enough app-growth judgment to reason about monetization, retention, pricing, paywalls, lifecycle, onboarding, and/or user acquisition, even if you are not a deep specialist in all of them - Ability to use data to understand customer performance, spot risks and opportunities, and communicate practical recommendations - Comfort working with technical products and technical stakeholders. You do not need to be an engineer, but you need to understand enough to know when technical correctness matters - Strong written and verbal communication across founders, executives, growth teams, product teams, and engineers - High ownership and follow-through across multiple customers, internal stakeholders, and moving pieces - Strong prioritization skills. You should know where to go deep, where to be lightweight, and where to create leverage - Comfort working in a remote, async environment using tools like Google Docs, Slack, Zoom, Linear, Salesforce, and Notion IDEALLY, YOU - Have worked with mobile apps, subscription businesses, consumer products, gaming, marketplaces, payments, analytics, lifecycle, CRM, growth tooling, or developer tools - Have firsthand experience with app monetization, in-app purchases, subscriptions, paywalls, lifecycle messaging, pricing, retention, or mobile analytics - Have owned strategic accounts with renewal or expansion influence - Have built customer-facing playbooks, workshops, templates, guides, webinars, or scaled education - Have partnered closely with technical account managers, support teams, product managers, sales teams, or specialist advisory teams - Have been a RevenueCat customer, app builder, or operator in the mobile subscription ecosystem WE’RE LOOKING FOR SOMEONE WHO Thinks like an owner You do not wait for perfect process or perfect instructions. You notice gaps, take responsibility, and follow through. Goes deep on customer context You are not satisfied with “they seem happy.” You want to understand the app, the business, the people, the goals, the constraints, the risks, and the opportunities. Has practical growth judgment You can reason about what might help a customer grow without pretending there is one magic playbook for every app. Communicates clearly You can explain complex ideas simply, write useful internal context, run a sharp customer call, and adapt your communication to executives, growth teams, product teams, and engineers. Can work across functions without creating chaos You know when to bring in technical help, when to bring in a growth specialist, when to involve Sales, and when to raise a product issue. You keep ownership clear. Builds for leverage You do not want to answer the same question fifty times. You turn repeated customer needs into reusable assets. Likes directness We value clear thinking, honest feedback, and high standards. You should be comfortable working in a culture where people say what they mean and expect follow-through. WHAT WE OFFER: - Competitive equity in a fast-growing, Series C startup backed by top-tier investors, including Y Combinator - 10-year window to exercise vested equity options - Fully remote and flexible work environment - 4-5 weeks of suggested time off annually for mental, physical, and emotional recharge - $2,000 USD for workspace setup and $1,000 USD annual stipend for continuous learning Curious about the interview process? Discover more in our blog post https://www.revenuecat.com/blog/company/how-we-hire-at-revenuecat/ about how we hire and learn tips to help you succeed.