Customer Success Manager

• Lead, coach, and develop a team of Customer Success Managers, ensuring accountability for customer health, retention, and expansion metrics across the portfolio
• Own the introduction of new products to Rev’s current customers, activate them on those new products, educate them to integrate these into their workflows, and ensure they get value out of Rev’s suite of products
• Build and maintain strong, long-term relationships with champions and executive sponsors through regular check-ins, health reviews, and business reviews
• Lead customer onboarding and change management efforts to drive adoption, align product use with business goals, and deliver clear time-to-first value
• Proactively encourage deeper product engagement to maximize ROI and activate customer accounts
• Deliver tailored platform demos that highlight relevant use cases and business value
• Monitor client health, usage trends, and product adoption to identify and address risks of churn or downgrade
• Develop strategic Success Plans for high-value clients that map product capabilities to desired outcomes
• Identify and support opportunities for organic growth and account expansion through discovery and collaboration with Account Managers
• Manage and complete annual renewal contracts, ensuring alignment with client goals and satisfaction
• Serve as the voice of the customer by sharing insights and product feedback with internal teams to improve the overall Rev experience
• Keep clients informed of product updates, feature enhancements, and new best practices
• Support the creation of enablement resources, including documentation and training materials, to scale customer success

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