Customer Success Manager, Rev.com
+ Stock Options
More information about location
Speech-to-text services
Job no longer available
Speech-to-text services
1001+ employees
Job no longer available
+ Stock Options
More information about location
1001+ employees
Company mission
Rev's mission is to help people understand the human voice, and create great work from home jobs powered by AI.
Role
Who you are
- 3+ years of experience in customer success, account management, or a related role
- 2+ years in a customer success role with experience working at a SaaS B2B company
- Proven track record in sales, account management, and driving account growth
- Proficiency in using CRM software and other customer success tools (i.e. Salesforce)
- Strong interpersonal and communication skills, with the ability to build rapport and trust with customers
- Excellent problem-solving skills and strategic thinking ability
- Ability to manage multiple customer accounts and priorities simultaneously
- Passion for customer success and a customer-centric mindset
What the job involves
- As a CSM at Rev, you will be the primary point of contact for our clients, ensuring they receive exceptional service and achieve their desired outcomes using our SaaS products
- You will play a crucial role in driving sales, account growth, and expansion by understanding client needs, promoting product adoption, and identifying opportunities for organic growth
- Your responsibilities will include onboarding new clients, providing ongoing support, and collaborating with cross-functional teams to advocate for customer needs
- Serve as a trusted advisor to a portfolio of clients, focusing on sales and account growth
- Establish and nurture long-term relationships with champions and executive sponsors
- Proactively recommend use cases and best practices for Rev’s solutions to drive expansion
- Negotiate and complete annual renewal contracts, ensuring account retention and growth
- Deliver onboarding for new customers, achieving the expected time-to-first value
- Monitor overall client health status, product adoption, and usage to maximize contracted credits
- Create Success Plans for high-value clients, identifying outcomes and paths to achieve them based on their current products
- Conduct discovery to uncover opportunities for organic growth and expansion within existing accounts
- Ensure clients achieve high ROI/value and measurable results
- Identify at-risk clients and drive efforts to resolve issues, save the client, or optimize credit usage
- Drive resolution of product and experience issues requiring cross-team collaboration
- Conduct periodic check-ins, health checks, and business reviews
- Keep clients updated about products, features, changes, etc
- Identify and contribute to strategic growth opportunities
- Share insights and feedback with the product team to improve Rev’s products and experiences
- Create documentation and customer training materials
- Develop Account Plans with Account Managers, identifying paths to future growth opportunities
Our take
Rev.com was founded to create quality work-anywhere jobs through its speech-to-text service, which has now climbed to the number one spot for any service of its kind. It combines its network of freelancers with accurate speech recognition AI to deliver its services - which include transcriptions, captions, and global language subtitles - at scale.
Rev's offering has arrived at a critical time, as captioning becomes vital for both accessibility and optimisation. In addition, with video conferencing becoming central to the modern workplace, there is a large opportunity for the company to continue its growth in this direction.
Despite cost-cutting measures in 2022, that saw Rev.com lay off a number of employees, it has continued to move forward with its product, expanding its features and capabilities. It also partnered with Brightcove, becoming available on its marketplace, in order to make its captioning services accessible to a wider range of users.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jul 2017
$5.9m
SERIES D
Dec 2015
$10m
SERIES C
Total funding: $35m
Company benefits
- 401k
- New laptop
- Budget to outfit your workspace
- Work where you want: For most roles, be free to stay at home, come to the office, or work from a coffee shop
- Events: Such as field day, baseball games, ski trips and happy hours
- Stretch yourself: Learn new skills, talk to customers, drive product improvements, or learn to design
Company HQ
Austin, TX
Leadership
Jason Chicola
(CEO)Previously founded Temi.com. Experience as an Investment Professional for H.I.G Capital and as Director of Marketing and Sales for oDesk.
Paul Huck
(CTO)Previously worked as a Software Architect for Zenfolio and as a Principal Member of Technical Staff for Oracle.
Salary benchmarks
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