Customer Success Manager

Customer Success Manager For North America (CSM)

The Revinate Customer Success Manager for North America (CSM) will lead the post-sales efforts in building processes and procedures that are successful and repeatable in delivering value to the Revinate customer. The ideal candidate brings a proven record of success in a SaaS technology company where they have helped drive customer adoption, had responsibility for revenue retention, and demonstrated an ability to drive growth in their assigned accounts.

This person will work best in a dynamic, technology-driven environment utilizing phone and on-site interactions to effectively manage a high velocity of activity.

Key responsibilities include:

• Superuser of all Revinate products, know it all inside out.
• Provide coaching and education to improve adoption of the Revinate products by every customer.
• Conduct regular customer reviews/virtual workshops to identify areas of strength and areas for improvement.
• Deliver best practices to customers to help improve their overall Customer Success and the value that Revinate brings.
• Building relationships beyond the day-to-day customer contact to ensure engagement across the organization. For example, reporting.
• Transparently report and track customers through the loyalty touch-point process.
• Bring intelligent product feedback and recommendations from customers back to the Revinate Product team.
• Renewals manage renewals with existing customers, coordinating closely with Sales.
• Upsells educate customers on new Revinate products and identify upsell opportunities, again coordinating closely with Sales.

Goals include:

• Client Success:
  All clients must be DELIGHTED with Revinate and our service, not just satisfied.
• Client Management: CSMs are a single point of contact with support from other groups like training and Client Solutions.
• Renewals:
  Success is driven by high NPS and Renewals. This role will be responsible for renewals of defined Strategic accounts in the North America region.
• Product Support:
  Understand the requirements of customers, with use cases. Prioritize them for review with the Product team.

What you'll bring:

• Strong knowledge of account management, including presentation skills, and short/mid/long term opportunity management is essential.
• Strong technical knowledge, and negotiation skills
• Experience in sales methodologies used to prospect within the account, consult with the client on business issues, create and present proposals, negotiate terms, and close sales/renewals
• Must be a self-starter; little supervision is required.
• Candidates must be able to demonstrate skills to negotiate issues with peers, partners, and customers using a Win/Win philosophy.
• 2+ years of experience in account management, consultative sales, and or business consulting, preferably within a SaaS model. Hospitality experience is a plus.
• 25% Travel may be required

Benefits include:

• Competitive
  
  Health Benefits:
  
  Revinate offers multiple insurance options, including an employee premium paid 100% by Revinate
• Paid Family & Parental Leave: A comprehensive paid leave program, ensuring you have the time you need.
• Family Building Benefits: Revinate offers multiple medical plans, including a buy-up option with $20,000 of coverage for medically necessary fertility treatments.
• Excellent Dental and Vision Benefits
• 401(k) Program: Includes an employer match
• Optional plans for Short & Long Term Disability insurance, as well as Life insurance
• Paid Flex time off
• Employee Assistance Program (EAP)
• Perks: Monthly work from home stipend, Telehealth access, Peloton benefits and many more.

$80,000 - $100,000 a year

This salary range may be inclusive of several career levels at Revinate and will be narrowed during the interview process based on a number of factors, including (but not limited to) the candidate's experience, qualifications and location.

Interview process:

• Recruiter Screen - 30 minutes
• Hiring Manager Interview - 45 minutes via Google Meet
• Panel Presentation Interview with Team Members - 60 minutes via Google Meet
• Final Interview with Team Director - 30 minutes via Google Meet

Revinate values the flexibility of a remote workforce and the benefits of localized hiring. We focus on specific cities to foster local communities and enhance team cohesion, allowing employees to collaborate, attend local events, and build a strong sense of community and company culture.

Candidates must be located in the city listed in the job application. Thank you!