Builder - Customer Success Manager

Customer Success Manager (CSM)

As a Customer Success Manager (CSM), you will be the strategic partner helping Reevo’s customers realize the full value of our CRM platform. You’ll own relationships with complex, high‑value accounts—driving adoption, engagement, and measurable outcomes that lead to renewals and expansion. This role blends consultative business acumen, product fluency, and a customer‑first mindset to ensure every Reevo customer achieves lasting success.

We expect the team to be in our SF office five days a week.

• Own the Customer Relationship: Be the primary post‑sales point of contact and advocate for a portfolio of customers, ensuring strong relationships with key stakeholders and executives.
• Drive Value and Adoption: Lead regular strategy and success reviews to help customers maximize ROI and expand platform usage across teams and modules.
• Define and Deliver Success Plans: Partner with customers to define what success looks like, create actionable success roadmaps, and hold joint accountability for achievement of outcomes.
• Monitor Health & Mitigate Risk: Track engagement, usage, and satisfaction metrics. Identify at‑risk accounts early, build mitigation plans, and drive proactive interventions.
• Expand and Grow Accounts: Spot opportunities for customers to adopt additional Reevo capabilities and collaborate with Account Management to shape expansion strategies.
• Renewal Partnership: Collaborate closely with Sales/Account Management to forecast renewals, advocate for customer needs, and ensure smooth contract processes.
• Cross‑Functional
  
  Collaboration:
  
  Work hand‑in‑hand with Product, Onboarding, Support, and Marketing to represent customer feedback, elevate critical issues, and improve overall experience.
• Continuous Improvement: Leverage AI insights, health scoring, and success metrics to consult at scale—refining best practices and influencing future customer success playbooks.

• Customer Advocate: You are genuinely invested in your customers’ outcomes and take ownership of ensuring they achieve success and satisfaction.
• Strategic Consultant: You combine business acumen with product knowledge to align Reevo’s capabilities to customer goals and measurable impact.
• Strong Communicator: You articulate complex ideas simply and confidently—whether in executive reviews or hands‑on user sessions.
• Analytical & Data‑Driven: You interpret usage data, success metrics, and signals from AI tools to prioritize action and drive customer engagement at scale.
• Organized Operator: You manage your portfolio with precision, proactively tracking milestones, risks, and renewals.
• Adaptable & Curious: You thrive in a fast‑moving environment and continually seek new ways to improve processes, outcomes, and customer experience.

• Bachelor’s degree in Business, Marketing, Economics, or related field (or equivalent experience).
• 3–7 years in Customer Success, Account Management, or Consulting within a B2B SaaS company, ideally CRM, Rev Ops, or GTM technology.
• Proven record of driving adoption, retention, and growth across complex customer portfolios.
• Strong communication and presentation skills across all organizational levels.
• Experience with data‑driven account management (usage analytics, health scoring, forecasting).
• Comfort with AI‑driven insights and productivity tools.
• Highly organized, proactive, and capable of managing multiple priorities with tight timelines.
• Ability to collaborate cross‑functionally and influence without authority.
• Startup experience a plus—comfortable with ambiguity, ownership, and fast iteration.