Customer Success Manager

CUSTOMER SUCCESS MANAGER

Revin · Customer Success · Flatiron, New York City

Base: $130,000-150,000; Variable Comp: $20,000; OTE $150,000-170,000 + meaningful early equity · Full-time

Four days per week in our Flatiron office, with one remote day and flexibility when life comes up.

ABOUT REVIN

Revin builds AI-powered software for the businesses that keep our homes running: roofing, HVAC, plumbing, remodeling, and more. We help these businesses respond to customers, book appointments, and manage the customer experience across voice, SMS, and email.

Revin handles around half a million customer conversations a month. Businesses with hundreds of millions in annual revenue rely on our products for work that directly affects their customers and their bottom line.

Our customers include Vertex Service Partners, a national roofing and exterior-services platform with over $600M in revenue, and Del-Air, a $300M+ HVAC and plumbing business.

See the impact of our work: we’ve helped Del-Air book 11,000+ membership appointments https://revin.ai/case-studies/delair, while ImproveIt uses Revin to set 34% of its booked appointments https://revin.ai/case-studies/improveit.

ABOUT THE ROLE

We are hiring a Customer Success Manager to partner across Revin’s account base. This is a high-touch role centered on structured onboarding and implementation, ongoing relationship management, and account expansion.

You will work with multi-location home services businesses, including family-owned operators and private equity-backed rollups. In most cases, the customer purchasing Revin has a substantial footprint across brands, call centers, geographies, and systems. Your responsibility is to guide those customers through a rigorous adoption process, shape implementation plans that reflect their operational realities, and ensure they realize measurable value on a defined timeline.

As the person responsible for customer outcomes, you also will work closely with a pod of Forward Deployed Engineers who are responsible for building and customizing agents for their customers. While they are in the weeds building, your job is to drive high-level customer strategy and make sure FDEs are doing the right thing at the right time to maximize customer outcomes.

This role suits someone who is direct, methodical, highly personable, and energized by working closely with customers and across internal teams. The right candidate combines strong interpersonal instincts with disciplined execution and takes pride in running a tight process from kickoff through expansion. This role reports into the Strategy & Operations Manager.

WHAT YOU WILL DO

- Own the end-to-end relationship with customers as they implement and expand Revin across locations, brands, and teams.

- Lead structured onboarding and implementation planning, coordinating contract milestones, rollout waves, operational priorities, and cross-functional dependencies.

- Run a call-heavy cadence with customers, driving product understanding, sharing best practices, and moving deployments forward against defined milestones.

- Closely track account health KPIs for your customers, surface issues and opportunities and be proactive about working with internal or customer teams to address them.

- Manage a pod of three Forward Deployed Engineers to ensure they are prioritizing customer agent builds appropriately, managing the relationship with their customer counterparts, and meeting timelines promised to clients.

- Guide customers through the adoption of Revin across voice, SMS, and email channels, with a strong focus on operational quality, compliance, and customer trust. Proactively monitor and address expansion opportunities.

- Travel to customer sites approximately 1-2 times per month for day trips or short overnight visits.

- Support a customer portfolio that ranges from sophisticated enterprise organizations to operators adopting modern AI tooling for the first time.

WHAT TO EXPECT IN THE ROLE

- The role is highly cross-functional and requires comfort operating with both customer stakeholders and internal product and technical teams. In addition to traditional CS responsibilities you will be deeply involved with managing the FDE motion and facilitating feedback loops with product and engineering.

- This is a call-heavy role. Expect approximately 40% of your time to be spent on customer calls, running strategic discussions or leading discovery.

- You will work across home services categories such as roofing, HVAC, and adjacent trades. Prior home services experience is not required.

- You will operate in a fast-moving environment where priorities evolve quickly and internal processes are actively being codified. The CS function is new at Revin and you will help build and scale it.

WHO YOU ARE

- 4+ years of experience, ideally in customer success, account management, implementation, or project management within a fast-moving environment, ideally at a high growth B2B SaaS, AI, or tech company.

- Experience managing a team with lots of moving pieces and holding people accountable to outcomes.

- Organized, process-oriented, and maniacal about follow-through. Project management experience is a plus.

- Highly personable, direct, and grounded, with a low-ego, high-accountability approach to your work.

- A quick learner who is comfortable operating from first principles.

- Genuinely energized by working with real-world operators and physical-world businesses, not only traditional software buyers.

- An excellent communicator who can build durable trust with demanding customers and navigate a wide range of personalities and business contexts.

- Bonus: prior startup experience or time in a highly unstructured environment.

THIS ROLE MAY NOT BE THE RIGHT FIT IF

- You require a fully mature, rigid operating environment with predefined answers for every situation.

- You prefer highly formal enterprise settings over direct, hands-on engagement with operators.

- You are uncomfortable with change, ambiguity, or holding multiple responsibilities simultaneously.

- You find it difficult to build rapport with practical, results-focused business owners.

- You want a safe, predictable 9-5. Expect 50+ hour work weeks. We are constantly chasing excellence, if that is not your goal, please do not apply.

COMPENSATION AND BENEFITS

- Competitive base salary

- Meaningful equity package

- Full-time, on-site role in New York City

- Significant upside through early ownership and career growth

BENEFITS

- Meaningful early equity in the company you’re helping build.

- Excellent health coverage. $0 employee premiums for individual medical coverage on most plans, plus dental and vision insurance.

- 401(k) matching up to 4% of salary. Contribute 5% to receive the full match.

- Unlimited PTO

- Free lunches and dinners in the office

- $100/month gym membership stipend

- Mentorship pairing with a Revin advisor or investor