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Customer Success Manager
Revinate - Atlanta, GA
posted 2 months ago
About the position
The Customer Success Manager (CSM) at Revinate is responsible for leading post-sales efforts to ensure customer satisfaction and retention in the North America region. This role focuses on building successful processes that deliver value to customers, driving customer adoption of Revinate's products, and managing renewals and upsell opportunities. The CSM will work in a dynamic, technology-driven environment, engaging with clients to enhance their experience and maximize the lifetime value of each guest through personalized strategies.
Responsibilities
- Lead post-sales efforts to build successful and repeatable processes for customer value delivery.
- Act as a single point of contact for clients, coordinating with training and Client Solutions teams.
- Manage renewals for defined strategic accounts in North America, ensuring high NPS and customer satisfaction.
- Conduct regular customer reviews and virtual workshops to identify strengths and areas for improvement.
- Provide coaching and education to improve product adoption among customers.
- Deliver best practices to enhance overall customer success and value from Revinate's services.
- Build relationships beyond day-to-day contacts to ensure engagement across the organization.
- Report and track customer interactions through the loyalty touchpoint process.
- Provide product feedback and recommendations to the Revinate Product team.
- Identify upsell opportunities and educate customers on new Revinate products.
Requirements
- Strong knowledge of account management and presentation skills.
- Proven experience in consultative sales and business consulting, preferably within a SaaS model.
- Strong technical knowledge and negotiation skills.
- Ability to manage short, mid, and long-term opportunities effectively.
- Self-starter with minimal supervision required.
- 2+ years of experience in account management or related fields, preferably in SaaS.
- Hospitality experience is a plus.
Nice-to-haves
- Experience in sales methodologies for prospecting and consulting with clients.
- Demonstrated skills in negotiating issues with peers, partners, and customers.
Benefits
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Monthly work from home stipend
- Telehealth access
