Customer Success Manager (CSM)

Rev•Austin, TX

22h•Hybrid

About The Position

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 🚀 Customer Success Manager (CSM) How this role will Serve, Own and Grow at Rev: Are you passionate about building lasting relationships and helping customers achieve real outcomes? At Rev, we value service, ownership, and growth — and we’re looking for a dedicated Customer Success Manager (CSM) to live those values every day. In this role, you’ll act as a strategic partner to our clients, guiding them through onboarding, adoption, and long-term success with our products and services.

Requirements

3+ years of experience in Customer Success, Account Management, or related roles
2+ years in a SaaS B2B environment, ideally with a recurring revenue model
Proficiency with CRM and customer success tools (e.g., Salesforce, Hubspot)
Strong communication and relationship-building skills
Ability to translate customer needs into actionable solutions
Strategic thinker with hands-on problem-solving skills
Proven ability to manage multiple accounts and priorities
Customer-centric mindset with a passion for helping others succeed

Responsibilities

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