Customer Success Manager

Revin•New York, NY

20d•$150,000 - $170,000•Onsite

About The Position

We are hiring a Customer Success Manager to partner with Revin's largest and most complex enterprise accounts. This is a high-touch role centered on structured implementation, disciplined rollout execution, ongoing relationship management, and account expansion. You will work with multi-location home services businesses, including family-owned operators, regional platforms, and private equity-backed rollups. In most cases, the customer purchasing Revin is managing a substantial operational footprint across brands, call centers, geographies, and systems. Your responsibility is to guide those customers through a rigorous adoption process, shape implementation plans that reflect their operational realities, and ensure they realize measurable value on a defined timeline. This role suits someone who is direct, methodical, highly personable, and energized by working closely with operators who build and run real-world businesses. The right candidate combines strong interpersonal instincts with disciplined execution and takes pride in running a tight process from kickoff through expansion. This role reports into the Head of Customer Success.

Requirements

2+ years of experience, ideally in customer success, account management, implementation, sales, or another customer-facing function within a fast-moving environment, ideally at a high growth B2B SaaS, AI, or tech company.
Highly personable, direct, and grounded, with a low-ego, high-accountability approach to your work.
A quick learner who is comfortable operating from first principles.
Assertive and clear without being performative or over-polished.
Genuinely energized by working with real-world operators and physical-world businesses, not only traditional software buyers.
An excellent communicator who can build durable trust with demanding customers and navigate a wide range of personalities and business contexts.
Organized, process-oriented, and rigorous about follow-through.

Nice To Haves

prior startup experience or time in a highly unstructured environment.
a background in sales or another role that required strong live-conversation judgment.

Responsibilities

Own the end-to-end relationship with enterprise customers as they implement and expand Revin across locations, brands, and teams.
Lead structured onboarding and implementation planning, coordinating contract milestones, rollout waves, operational priorities, and cross-functional dependencies.
Run a call-heavy cadence with customers, driving product understanding, sharing best practices, and moving deployments forward against defined milestones.
Partner with customers to document workflows, business requirements, and edge cases, then translate that context into clear internal specifications for Revin's product and forward-deployed teams.
Work closely with forward-deployed engineers and technical teams to ensure customer needs are reflected in agent configuration, implementation plans, and product improvements.
Guide customers through the adoption of Revin across voice, SMS, and email channels, with a strong focus on operational quality, compliance, and customer trust.
Travel to customer sites approximately 1-2 times per month for day trips or short overnight visits.
Support a customer portfolio that ranges from sophisticated enterprise organizations to operators adopting modern AI tooling for the first time.