Senior Manager, Customer Success

Job description

*There’s never been a more exciting time to be part of Rev.* Every role here plays a critical part in shaping the future of speech technology and empowering our customers to do more, faster. We didn’t disrupt the industry by playing it safe. We did it by embracing bold thinking, welcoming diverse perspectives, and giving our team the freedom and responsibility to innovate. At Rev, you won’t just have a seat at the table — you’ll help redesign it. *Come build what’s next with us 🚀* ## **Senior Manager, Customer Success** **How this role will** ***Serve*****,** ***Own*** **and** ***Grow*** **at Rev:** Are you a commercially minded Customer Success leader who knows how to turn customer value into lasting retention and growth? Rev is looking for a ***Senior Manager, Customer Success*** to lead and develop a team of three Customer Success Managers (CSMs) while personally managing a small portfolio of strategic customers. This player-coach will help customers activate Rev’s products, integrate them into their workflows, and realize measurable value from the platform. You will bring a strong account management and sales mindset to Customer Success—building scalable playbooks, strengthening executive relationships, identifying expansion opportunities, and driving adoption, retention, and net revenue retention across the team’s portfolio. ## **🔍** ***Responsibilities:*** - Lead, coach, and develop a team of three Customer Success Managers, establishing clear expectations and accountability for activation, adoption, retention, expansion, and customer health - Manage a small portfolio of strategic customers, serving as a trusted advisor to champions and executive sponsors - Own performance across the Customer Success portfolio, 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 - Coach CSMs to take a proactive, commercially minded approach to account management, including uncovering customer needs and identifying opportunities to expand Rev’s footprint - Guide customers through onboarding and change management, helping them integrate Rev’s products into their workflows and achieve clear time-to-first value - Drive the introduction and adoption of new Rev products within existing customer accounts through tailored demonstrations, enablement, and ongoing engagement - Build strong, long-term relationships with customer champions, decision-makers, and executive sponsors through strategic check-ins, health reviews, and business reviews - Develop strategic success plans that connect customers’ business objectives with Rev’s products, capabilities, and measurable outcomes - Monitor customer health, usage trends, engagement, and product adoption to identify risks and intervene before they result in churn or contraction - Identify and advance opportunities for organic growth and account expansion in partnership with Account Management, Sales, and other go-to-market leaders - Lead renewal strategy and support the completion of annual renewal agreements, ensuring alignment with customer outcomes and Rev’s commercial goals - Establish consistent operating rhythms, performance reporting, and portfolio reviews that help the team prioritize risk, opportunity, and impact - Serve as the voice of the customer by translating customer feedback and market insights into actionable recommendations for Product, Marketing, Sales, and other internal teams - Keep customers informed about new products, feature enhancements, and best practices that can increase the value they receive from Rev - Create and scale customer enablement resources, documentation, and training materials **✅** ***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 the 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 - A strategic, customer-centered mindset paired with a willingness to work hands-on alongside the team **Location Requirement:** - If you're based in Austin, TX, this is a hybrid role with an expectation of being onsite **3** days per week at our office located at: **1717 W 6th St, Suite 310, Austin, TX 78703**. **#LI-Hybrid** ***Ready to drive real impact for our customers while helping shape the future of Rev?** Apply now — we’d love to meet you!*