Senior Customer Success Manager

The Role

This isn’t your typical customer success role.

Customers and RevenueCats (people that work here) generally love the clear alignment of incentives we’ve achieved by pricing based on how much money a customer makes: Across the entire organization, we’re uniquely motivated to help our users make more money.

This alignment of incentives creates a unique customer success motion: We want customers to successfully implement and adopt RevenueCat, but after that we aim to act as growth advisors to help them grow their business.

This involves:

• Being familiar with or willing to become an expert in app growth strategies,
• Analyzing the customer’s data and providing perspective,
• Proposing tactics to customers that are actionable, and Developing “1-few” educational collateral such as live workshops and written guides

What you’ll be responsible for

Together with the rest of the team, you’ll manage and nurture customer relationships to ensure they successfully implement and adopt RevenueCat, while providing them with a flow of insights and tactics that have the potential to help them grow their business.

Within the first month, you’ll:

• Gain understanding of RevenueCat’s use cases, its customers, and the broader ecosystem in which we operate
• Meet with people across Marketing, Sales, Product, and Customer Success to build your understanding of our internal processes and dynamics
• Sit in on as many customer calls as possible, ranging from implementation calls to more strategic EBRs or workshops
• Present your “first ship”, a RevenueCat onboarding tradition where you create and share something meaningful with the rest of the team based on your first two weeks in the role. Examples could be:
  • A blogpost about a tactic you’ve heard described in a customer call,
  • Host a ‘managed customers only’ private webinar with an external expert,
  • An iteration on the deck we use for kick-off calls with new customers, or
  • Whatever you’re inspired to do
• Conduct initial meetings with a handful of customers to introduce yourself and discuss their needs and goals

Within the first 3 months, you’ll:

• Begin managing your own portfolio of customer relationships with support from the existing CSMs, including a few ‘net new launches’ (new customers who will need to implement and adopt RevenueCat from scratch)
• Begin to track and report on key Success metrics to measure progress and impact
• Work with our internal app growth experts, as well as external consultants to deepen your understanding of revenue growth practices

Within the first 6 months, you’ll:

• Refine your ability to spot, distill, and share actionable insights based on customer meetings, RevenueCat data, and industry developments
• Work directly with the Product team to build and maintain awareness of customer needs in product development and direction

After 12 months, you’ll have:

• Contributed significantly to the sold customer NPS and Net Revenue Retention through successful relationship-building and collaboration
• Helped dozens of customers make more money

What you’ll need to be successful

• Experience with mobile app businesses or an extreme interest in becoming an expert in this domain
• 4+ Years of experience in one of these roles or similar: customer success, marketing, growth, support, sales, engineering, account management, consulting
• Ability to manage and nurture customer relationships
• Experience in analyzing customer data to provide insights and measure success
• Strong communication skills, capable of liaising effectively with internal teams, as well as different stakeholders within customer organizations, ranging from very technical, to not technical at all
• Ability to manage multiple accounts and initiatives simultaneously, while coordinating with team members and customers across different time zones
• Deep desire to understand customer needs, and an ability to turn those needs into action
• Ability to bring creative solutions to life, ensuring your customer interactions are both impactful and memorable
• Experience working in early stage startups and / or environments without a lot of ‘fully backed’ processes in place

We’re a fully remote team, so you’ll have to be comfortable with an asynchronous environment and using a lot of Notion, Zoom, Slack, and Linear. We actively combat ‘meeting-bloat’ to ensure you have ample time for ‘deep work’, but regularly collaborate in real time around specific projects or efforts.

What we offer:

• $168,000 USD salary regardless of your location
• Competitive equity in a fast-growing, Series C startup backed by top tier investors including Y Combinator
• 10 year window to exercise vested equity options
• Fully remote work environment that promotes autonomy and flexibility
• Suggested 4 to 5 weeks time off to recharge and focus on mental, physical, and emotional health
• $2,000 USD to build your personal workspace
• $1,000 USD annual stipend for your continuous learning and growth