Customer Success Manager

Austin, TX, United States

How this role will Serve, Own, and Grow at Rev:

Do you want to work at a high-growth company where your impact is seen and rewarded? Are you looking for the autonomy to do your best work? At Rev, we value service, ownership and growth. We are seeking a dedicated and enthusiastic Customer Success Manager to join our team and help our customers maximize the value they get from our products and services.

As a CSM with our team at Rev, you will be the primary point of contact for our clients, ensuring they receive exceptional service and achieve their desired outcomes using our SaaS products. You will work closely with customers to understand their needs, drive adoption, and ensure satisfaction. Your role will involve onboarding new clients, providing ongoing support, and collaborating with cross-functional teams to advocate for customer needs.

Responsibilities:

Serve as a trusted advisor to their portfolio of clients

Establish and nurture long-term relationships with champions and executive sponsors

Proactively recommend use cases, best practices for Rev’s solutions

Negotiate and complete annual renewal contracts

Deliver onboarding for new customers that achieves the expected time-to-first value

Monitor overall client health status, product adoption and usage to stay on pace to utilize contracted credits

Create Success Plans for high value clients that identifies outcomes they expect to achieve and path to achieve them based on their current products

Conduct discovery and uncover opportunities where clients could benefit from organic growth and expansion Ensure that clients are seeing high ROI/value and achieving measurable results

Identify clients that are at high-risk of churn or downgrade and drive efforts to resolve issues, save the client, or optimize credit usage Drive resolution of product and experience issues that require cross-team collaboration

Conduct periodic check-ins, health checks, and business reviews

Keep clients updated about products, features, changes, etc.

Contribute to identifying strategic growth opportunities

Share insights and feedback to product team about how to improve Rev products or experiences

Create documentation and customer training materials

Contribute to the development of Accounts Plans with the Account Managers that identifies path to future growth opportunities

Qualifications:

3+ years of experience in customer success, account management, or a related role

2+ years in a customer success role with experience working at a SaaS B2B company

Proficiency in using CRM software and other customer success tools (i.e. Salesforce)

Strong interpersonal and communication skills, with the ability to build rapport and trust with customers

Good listener who can understand customer needs and communicate Rev’s value proposition

Excellent problem-solving skills and the ability to think strategically

You can get into the weeds and solve problems independently for customers

Ability to manage multiple customer accounts and priorities simultaneously

Passion for customer success and a customer-centric mindset

Life at Rev

Rev is a speech technology company that offers human and AI solutions to help the world's communicators and creators transform audio and video into meaningful knowledge.

Designed for accuracy and scale, Rev produces transcripts, global subtitles, and closed captions with 99%+ accuracy for over 1M users and 63% of the Fortune 500. Equipped with 6.5 million hours of real-world data and a community of human transcriptionists, Rev elevates any audio and video operation with time-saving AI and human-led Speech-to-Text solutions for creating content at speed. Further, Rev offers custom API builds on top of transcription services to further increase engagement and capabilities.

Our mission is to unlock the full power of human speech, amplifying voices, stories, and ideas that might otherwise go unnoticed. We believe in bridging the gap between individuals, communities, and global audiences, and fueling connections and experiences that drive meaningful change.

Joining Rev means joining a team of smart, passionate, and friendly people with different backgrounds, shared ideas, and similar goals. We firmly believe that a thriving employee community, driven by a sense of purpose and continuous professional growth, is essential to delivering exceptional products and services. Oh, and did we mention the perks?

Competitive Salary

401K

Health, Dental, and Vision

Parental Leave

Generous PTO and Paid Holidays

Competitive Stock Options

Parking and Transportation Benefits

Health and Wellness Benefits

Desk and Home Office Stipend

Learning and Development Stipend

4 Weeks Paid Sabbatical After 5 Yrs

Charitable Giving Match Program

We encourage and celebrate different perspectives regardless of gender, gender identity or expression, age, race, origin, religion, caregiver status, disability, ethnicity, veteran status, or sexual orientation. We're all about empowering voices and connecting worlds.

Come join us in transforming spoken words into powerful actions, shaping the future of communication, and making sure every voice is heard. Ready to make a difference?

Rev is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Rev.com 's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.

Rev maintains a drug-free workplace.

We are interested in every qualified candidate who is eligible to work in the United States

If you are based in California, we encourage you to read this important information about our Privacy Policy for California residents linked here.

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