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Austin, Texas, United States
Hybrid
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 🚀
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.
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!
