Customer Success Manager
hace 22 horas
New York
Customer Success Manager Company: Revi Solutions Department: Customer Success Reports to: Director of Customer Success Location: Hybrid (In-Office 2–3x per Week) Compensation: $70,000–$80,000 Base Salary (Depending on Experience) About Revi Solutions Revi Solutions helps fitness studios, gyms, and wellness businesses increase revenue through AI-powered customer engagement, automation, and conversion optimization. Our platform integrates directly into leading fitness CRMs to help businesses improve lead conversion, automate follow-up, increase retention, and create a more scalable customer experience. We are building a high-performance Customer Success organization focused on retention, growth, operational excellence, and measurable client outcomes. About the Role We’re hiring a Customer Success Manager to own a portfolio of customer accounts across onboarding, launch, adoption, retention, renewal, and ongoing optimization. This role is ideal for someone who is customer-focused, commercially aware, highly organized, and comfortable operating in a fast-moving startup environment. You will work closely with customers to ensure they achieve measurable value from Revi Solutions, while partnering cross-functionally with Sales, Product, Support, and Operations to drive long-term client success. Once fully ramped, this role will manage approximately 30-50 active accounts across onboarding, customer engagement, adoption, optimization, and renewal management. This is a strong opportunity for someone looking to gain meaningful ownership inside a rapidly scaling SaaS company while helping shape the future of customer success at Revi Solutions. What You’ll Do Customer Success & Account Management • Own a portfolio of approximately 30-50 customer accounts, • Manage customers across onboarding, launch, adoption, retention, renewal, and expansion, • Build strong relationships with studio owners, operators, and decision-makers, • Act as the primary point of contact for customer success and strategic guidance Onboarding & Activation • Lead onboarding from post-sale handoff through successful launch, • Guide customers through setup, implementation, and adoption milestones, • Ensure customers understand timelines, responsibilities, goals, and success metrics, • Help clients connect Revi Solutions’ capabilities to measurable business outcomes Retention & Growth • Monitor account health using onboarding progress, product adoption, engagement, support activity, and renewal timing, • Identify churn risk early and proactively execute retention strategies, • Conduct recurring customer check-ins focused on ROI, performance, blockers, and next steps, • Support upsell and expansion opportunities where appropriate Optimization & Problem Solving • Troubleshoot adoption gaps, operational bottlenecks, and customer process challenges, • Escalate technical, support, or integration issues with clear context and recommended next steps, • Surface customer feedback and insights to improve product, onboarding, and customer experience Cross-Functional Collaboration • Partner closely with Sales, Product, Support, and Operations teams, • Contribute to scalable CS playbooks, onboarding systems, health scoring, and retention initiatives, • Maintain clean, organized, and accurate account documentation What Success Looks Like First 30-60 Days You will: • Develop a strong understanding of Revi Solutions’ platform, workflows, and customer lifecycle, • Begin managing a defined customer portfolio with support from leadership, • Participate in onboarding calls, launch planning, and customer success meetings, • Learn customer health indicators, retention signals, and escalation processes, • Build confidence communicating with both customers and internal teams First 90 Days You will: • Independently manage onboarding and customer success for a growing portfolio, • Drive stronger product adoption and engagement across accounts, • Identify churn risk proactively and execute retention strategies, • Build trusted customer relationships, • Maintain high-quality account organization and documentation, • Contribute ideas to improve customer success operations and scalability, • Operate confidently in a fast-paced startup environment What We’re Looking For • 3+ years of experience in Customer Success, Account Management, or SaaS client services, • Experience managing a portfolio of customer accounts, • Strong communication, organization, and relationship-building skills, • Experience with onboarding, implementation, adoption, or retention workflows, • Strong critical thinking and problem-solving ability, • Ability to prioritize effectively in a fast-moving environment, • High ownership mentality and strong follow-through, • Comfort navigating ambiguity and evolving processes, • Experience working in SaaS, fitness, wellness, or technology environments is a plus Ideal Traits • Proactive and highly organized, • Commercially aware and customer-focused, • Strong sense of urgency and accountability, • Calm under pressure and solutions-oriented, • Comfortable balancing multiple priorities simultaneously, • Excited by startup environments and growth-stage companies Why Join Revi Solutions • High ownership role with meaningful impact, • Opportunity to help shape Customer Success at a rapidly growing SaaS company, • Exposure to AI, automation, and modern customer engagement technology, • Collaborative, fast-moving startup environment, • Opportunity for long-term growth as the company scales