Director of Client Success

Revive • New York, NY

3d • Hybrid

About The Position

Revive is the live commerce infrastructure solution that turns fashion brands' damaged, returned, and excess inventory into bidding wars. What brands used to donate, destroy, or sell to jobbers at 1–2% of MSRP, Revive converts into high-energy live shows where superfan audiences compete for the inventory — recovering 5–13× more than any liquidation channel while protecting brand equity. Our motion is simple: a brand ships us one pallet. We run a no-cost trial show. They watch their scuffed inventory become coveted. Then they become an evergreen partner — sending recurring shipments and earning a tiered profit share that grows with volume and SKU value. The Director of Client Success is the person who makes the conversion stick — and keeps it growing.

You will own everything that happens after a brand signs the trial one-pager. That means a flawless 28-day trial experience, a compelling debrief meeting, an evergreen conversion, and a growing book of recurring shipment partners who expand their volume and unlock higher profit-share tiers over time. This is not a traditional CSM role. You are working with brand founders, VP-Ops leaders, and returns leads who are used to getting almost nothing for their damaged inventory. You are showing them — live, in real time — that those damages can become demand. Your job is to make that moment land, and then turn it into a long-term commercial relationship. In Q2 and Q3 you will own a book of 30 brands. By Q4 you will be hiring and leading a small team.

Requirements

• Owned a book of B2B accounts in a high-velocity, early-stage environment and can point to conversion and retention metrics you drove.
• Comfortable working with founder-led and VP-level decision-makers at fashion or consumer brands — you know their language and their pressures.
• Run live events or experiential moments as part of a customer journey and know how to make them land.
• Understand unit economics well enough to present a tiered profit-share model clearly — and to know when a brand is close to converting vs. genuinely not ready.
• Track every touchpoint in CRM before the next contact.
• Can run the 20-minute discovery script cold and the 30-minute debrief meeting warm.
• Can run MBR, QBR and ABR to minimize churn risk and maximize the expansion opportunity with each brand partner.
• Escalate health flags before they become churned accounts, not after.
• Thrive in 'test and optimize' environments — you give feedback to the playbook, not just to the brand.
• Have a point of view on what a great CS org looks like at an early stage, an infrastructure company that works with fashion brands— and you are willing to build it from scratch.

Nice To Haves

• You are built for the trial-to-evergreen motion.
• You do not wing it.
• You will co-own the playbook.

Responsibilities

• Own everything that happens after a brand signs the trial one-pager.
• Ensure a flawless 28-day trial experience.
• Conduct compelling debrief meetings.
• Achieve evergreen conversion.
• Grow a book of recurring shipment partners who expand their volume and unlock higher profit-share tiers over time.
• Own the Ops handoff the moment a brand says yes — signed one-pager, shipment ETA confirmed, receiving prep initiated within 24 hours.
• Coordinate QC, photo intake, and lot grouping with Live Ops within 48 hours of receipt.
• Send the Week 1 branded 'received' email with photos and the recovery model.
• Orchestrate the watch-party: $200 shopping credits, 24-hour prep primer, live narration in the watch room during the show.
• Deliver the same-day GMV recap and highlight reel within 60 minutes of show end.
• Lead the 30-minute debrief meeting 3 business days after the show — show clips, recovery % vs. liquidator baseline, and the tiered profit-share proposal at 3 shipment cadences.
• Present the tiered profit-share model: quarterly (30%), monthly (40%), monthly + premium SKUs (50% of net GMV).
• Execute the three-ask close in order: confirm cadence, confirm first evergreen ship date within 30 days, confirm signatory and send agreement same day.
• Push for a second trial shipment if a brand is not ready to go evergreen.
• Expand accounts by surfacing new damages categories, new seasonal volume, and new decision-makers.
• Own GRR (Gross Revenue Retention) and NRR (Net Revenue Retention) across your book.
• Handle objections and build brand trust.
• Feed win/loss patterns back into the Sales Playbook in the monthly iteration meeting.
• Maintain minimum CRM hygiene: tier, decision-maker, offer, ship date, GMV, recovery %, watch-party attendance, conversion outcome.
• Flag health issues to the Sales lead immediately: trial close rate <30%, activation lag >21 days, watch-party no-shows on 2+ consecutive trials, conversion rate <30%.
• Build and lead a small team (by Q4).
• Build a great CS org from scratch.

Benefits

• Competitive base plus a variable comp tied directly to evergreen conversion rate and NRR.
• Equity with meaningful upside — you are joining early.
• A 28-day trial structure that is genuinely the best product demo in the category.
• A playbook that is alive — iterated monthly based on data.
• A path to building and leading the CS function as the brand roster scales.
• Travel to brand offices and live show events.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed