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This is a remote position, but candidates must reside within the greater Orlando area.
Summary
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 onsite interactions to effectively manage a high velocity of activity.
Key Responsibilities
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 touchpoint 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
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.