Customer Success Manager, Revinate
DACH
More information about location
Guest data management & marketing automation platform
Be an early applicant
Guest data management & marketing automation platform
201-500 employees
Be an early applicant
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 will have a history in a SaaS technology company of maintaining high retention rates while subsequently mitigating churn through defined and calculated strategies
- This person will work best in a dynamic, technology-driven environment utilizing web conferencing technology and on-site interactions to effectively manage a high velocity of activity
- Build Multi-Department customers relationships using relevant system features and data to engage and delight
- CSM mentors CSM’s around developing sustained customer relationships
- Persuasive/Professional Client Communication via phone, email and when presenting is professional, informative, concise and takes into consideration all audience members
- CSM is able to read the room and is persuasive and engaging
- Ability to influence and impact clients business - experience, credibility and technical knowledge ensure that the CSM is seen as a trusted partner, whose recommendations are sought out by customers
- CSM understands change management and knows how to indirectly apply strategies at all levels of the organization while confronting brutal facts within the client's business
- Strategic and Analytical Thinking, CSM understands strategies that drive top line revenue for customers
- Ability to analyze, interpret, spot trends, and suggest action in a simplified actionable manner
- Technical and Professional Knowledge and Expertise -strong understanding of Revinate Technology and Best Practices and their integration within customer accounts
- Show’s mentorship orientation with other team memes on this topic
- Fostering Innovation, CSM approaches their accounts with an innovative mindset, while always placing customer success at the forefront
- Candidates must be able to demonstrate skills to negotiate issues with peers, partners and customers using a Win/Win philosophy
- Experience in sales methodologies used to prospect within the account, consult with the customers on business issues, create and present proposals, negotiate terms, and close sales/renewals
- Bachelor’s degree (BA or BS) or equivalent education combined with work experience in the hospitality, tourism or technology industries
- 3+ years of experience in a business environment, with focuses either in, strategic account management, consultative sales, marketing or business operations, preferably within a SaaS model
- Must be able to travel 25% of the time at a minimum
What the job involves
- The Revinate Customer Success Manager (CSM) will have a proven record of successfully retaining customers
- The CSM is responsible for owning and maintaining the entire customer relationship and engagement journey with Revinate’s higher value customers
- Customer adoption, growth, expansion, NPS and renewals are key deliverables for your defined segment of customers
- This is accomplished through intently listening to the customers business needs and aligning the Revinate product solutions to meet customer objectives
- Develop and manage contacts at all organizational levels achieving a consultative value based Trusted Advisor relationship
- As a Revinate product expert the CSM will contribute to onboarding and training/mentorship of new CSM’s driving performance and value across all Revinate products
- Maintain consistent engagement across the organization and with key stakeholders
- Consult with customers on an ongoing basis to identify business challenges and prepare or update strategic recommendations to optimize Revinate software solutions focusing on achievement of client monthly, quarterly, annual goals leading to positive ROI
- Conduct monthly and quarterly business reviews providing thorough and insightful data analysis with customers to facilitate positive change
- Identify successes and opportunities monetizing revenue increases or lost opportunities
- Own the entire on-boarding process from the signed contract to training to launch to on-going success for Revinate’s higher valued accounts
- Lead on-site software implementations and oversee training programs with cross-department teams to ensure that Revinate solutions are delivered to their full potential, thereby increasing engagement of system benefits and reducing time to value
- Coordinate with the Implementation department to ensure successful product setup, integration and ongoing account support maintenance
- Maintain knowledge, skills, and market awareness in industry trends and standards; seek out areas for professional development. Be proficient in public speaking and delivering compelling presentations
- Deliver best practices to customers to help improve their overall Customer Success and the value that Revinate brings
- Manage and execute Renewals with customers, coordinating closely with the Manager, Customer Success. Other duties as assigned
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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