Customer Success Manager, Revinate
$70-80k
More information about location
Guest data management & marketing automation platform
Open for applications
Guest data management & marketing automation platform
201-500 employees
Open for applications
$70-80k
More information about location
201-500 employees
Company mission
To deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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
Our take
Revinate offers hoteliers a platform to connect directly with guests to ensure they deliver top-quality experiences whilst driving direct revenue.
Boasting over 12,000 customers, the company’s data platform and guest communication solutions provide hoteliers with the tools to be in control of their guests’ journey from initial research and booking to experiences whilst staying and even following check-out, and enable them to do so via the communication channels preferred by their guests.
The company is in a strong position to continue its impressive growth following series E funding, which enabled acquisitions of AI communication services for hotels, Go Moment, and direct booking hospitality tech platform, NAVIS. Combining their collective features boosts Revinate’s product offering and its status as the leading direct booking platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jul 2016
$13m
SERIES C
Feb 2015
$15.3m
SERIES B
Total funding: $43.5m
Company benefits
- It’s our secret sauce. It helps us weather the storms and brings our “boomerang” hires back
- Heads down to focus. We have a no-meetings-on-Friday rule
- Our virtual work culture makes location irrelevant. Revinators gather for purposeful off-sites or informally
- We invest in the latest tools and technology so our teams can tinker, learn, and lead into the future
- We celebrate big and small wins — with daily, weekly, monthly, and annual programs. Are you our next Top Banana?
- We coach our managers and offer many resources — development plans, Udemy licenses, and inspirational speakers
- Medical, dental, and vision — including 100% employee premium coverage in the US and mental health resources for all
- On most teams, it’s typical to wrap up your week at 12:30 p.m. on Fridays to recharge batteries and do something you love
- We offer 401k match, pension, or CPF contribution, depending on where you work
- We automatically add a stipend to your paycheck once a month to put toward your home office
- We offer Revinators generous accrued or flex time off, depending on your team
- Access Udemy courses to deepen your role expertise or grow in other areas
Company values
- Expect amazing - We think, dream, and deliver big
- Customer love - When the customer wins, we win
- Make it simpler - We make everything easy, direct, and impactful
- Grounded gratitude - We’re glad to be here, and we make the most of every day
- One revinate - United and strong, on a single mission together
- Built on trust - It’s the foundation of everything we do
- Hungerness - Feel it, follow it, be relentless about our success
Company HQ
College Terrace, Palo Alto, CA
Articles
Leadership
Jay Ashton
(Board Director)Previously served as CEO for Revinate. Currently acts as an Investor & Advisor for Browns Gap. Formerly co-founded Trib Group, Strive Group, and Five Star Alliance.
Marc Heyneker
(Chairman of the Board)Previously acted as Director of High Tech Sales of North America for Akamai Technologies and in Sales for Red Herring Communications.
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