Manager of Customer Success

WHAT YOU WILL BE DOING

Reporting to the VP of Global Sales, you will lead an already high-performing Client Experience team focused on delivering exceptional client outcomes, driving retention and expansion revenue, and building lasting client relationships. You will serve as an operational leader—establishing the scalable systems, playbooks, and intelligent cadences that allow our Client Experience and Operations organization to scale effortlessly while collaborating seamlessly across Sales, Product, Marketing, Professional Services, and Support.

• Build and maintain trusted executive-level relationships with key enterprise accounts, acting as a strategic advisor throughout the client lifecycle.

• Drive client retention, satisfaction, and expansion, securing long-term value realization by ensuring clients achieve measurable business outcomes.

• Establish structured account planning methodologies and success plans aligned with client objectives and Riva’s growth targets.

• Monitor client health signals, technology initiatives, and industry trends to proactively identify risk and unlock enterprise expansion opportunities.

• Serve as the strategic bridge between the client and internal teams to influence product roadmaps and elevate service delivery.

• Design, implement, and refine scalable playbooks, onboarding workflows, and lifecycle management frameworks to drive peak operational efficiency.

• Integrate cutting-edge agentic AI tools and workflows into day-to-day operations to empower team efficiency, streamline routine tasks, and deliver hyper-personalized client journeys.

• Establish clear operational metrics and KPIs (NRR, GRR, CSAT, Time-to-Value) to evaluate team productivity, measure AI adoption, and continually elevate client health.

• Build predictable execution models that drive consistent renewal execution, upselling, and cross-selling across assigned account portfolios.

• Develop data-backed customer expansion strategies and partner closely with Sales to identify and close revenue opportunities.

• Maintain hyper-accurate forecasting models for renewals, risk mitigation, and account expansion.

• Lead, mentor, and build an execution-focused Customer Success team committed to operational discipline and customer advocacy.

• Foster a culture of accountability, continuous improvement, data fluency, and operational excellence.

• Establish clear performance benchmarks, OKRs, and operational cadences; provide structured coaching to support team growth and productivity.

• Partner with Sales, Product, Marketing, and Engineering to align go-to-market strategies with customer lifecycle touchpoints.

• Manage escalation protocols to resolve complex customer issues efficiently with minimal friction.

• Translate customer insights into operational recommendations that drive broader company growth initiatives.

• 5+ years of progressive leadership or operational experience in Enterprise SaaS Customer Success, Account Management, or Revenue Operations.

• Proven track record as an operator: expertise in designing, building, and optimizing repeatable processes, customer playbooks, and operational cadences.

• Deep experience leveraging and configuring CRM software (e.g., Salesforce) and CS management tools to track health scores, telemetry, and renewal pipelines.

• Strong analytical capability with a track record of using data, KPIs, and dashboarding to make informed operational and strategic decisions.

• Demonstrated history of successfully managing customer retention (GRR/NRR) and driving organic expansion revenue.

• Exceptional communication, negotiation, cross-functional project management, and change-management skills.

• Direct experience working at  or within the Salesforce/Microsoft ecosystem.

• Background in Revenue Operations (Rev Ops), CS Operations, or Systems Consulting.

• Practical knowledge of enterprise email, calendar, and CRM integration architecture.