Job Description

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.

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.

What You'll Do:

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

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:

Health insurance-employee premium paid 100% by Revinate

Dental insurance-employee and dependents’ premium paid 100% by Revinate

Vision insurance-employee and dependents’ premium paid 100% by Revinate

401(k) with employer match

Short & Long Term Disability insurance

Life insurance

Paid time off

Monthly work from home stipend

Telehealth access

Employee Assistance Program (EAP)

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customer support
non tech
saas

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