Customer Success Manager

• Lead the onboarding process and design journeys that create fast, repeatable wins
• Develop tailored success plans for key accounts to optimize usage and product stickiness
• Deliver workshops, webinars, and 1:1 sessions that drive engagement and product mastery
• Track onboarding KPIs and user engagement to ensure consistent outcomes
• Monitor customer health scores and proactively address churn risks
• Drive upsell, renewal, and expansion opportunities through consultative support
• Build strong, trust-driven relationships with power users and teams
• Collect feedback, identify patterns, and collaborate with product and engineering to improve UX
• Create and maintain help docs, templates, and internal resources that scale customer education
• Manage Revio’s support experience, respond quickly and thoughtfully across channels
• Partner cross-functionally to evolve the voice of customer in product decisions

Requirements

• 2+ years in customer success, account management, or client experience (ideally in B2B SaaS)
• Strong communication skills, you can simplify the complex and teach with clarity
• Data-driven: you understand how to track metrics like usage, churn, and LTV
• Self-motivated and able to manage your own projects in a remote environment
• Empathy for creators and small teams and excitement about helping them grow
• Experience supporting SaaS tools in the CRM, AI, or sales automation space (preferred)
• Familiarity with tools like HubSpot, Intercom, Notion, and Slack (preferred)
• Prior experience in a startup or fast-paced growth environment (preferred)
• Bonus: experience working with creators, solopreneurs, or coaching businesses (preferred)

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Hard Skills

• customer success
• account management
• client experience
• data analysis
• metrics tracking
• onboarding process design
• success plan development
• user engagement tracking
• churn risk management
• upsell and renewal strategies

Soft Skills

• strong communication
• simplifying complex concepts
• self-motivated
• project management
• empathy
• relationship building
• collaboration
• feedback collection
• teaching
• adaptability