Job Overview We are seeking a Customer Experience Revenue Manager / Player-Coach to lead a high-performing team focused on customer activation, retention, repeat ordering, and revenue growth. This is not a traditional customer service role. This position leads a revenue-focused customer team responsible for helping customers order more effectively, more frequently, and at higher value. This is a true player-coach role: you will lead, coach, and hold the team accountable, while also stepping in to close and grow key customer opportunities.
Key Responsibilities Team Leadership & Execution
Lead the Customer Experience Revenue team and establish a strong weekly operating rhythm
Run team meetings focused on activity, pipeline, revenue, and performance
Monitor outbound calls, email follow-ups, and CRM activity
Hold reps accountable to daily activity targets (including ~40 outbound calls/day)
Foster a competitive, positive, and performance-driven team environment
Manage incentives such as contests, SPIFs, and performance tracking
Revenue Coaching
Coach reps on outbound calls, objection handling, follow-ups, and positioning
Review CRM activity, notes, and opportunities to identify coaching moments
Conduct role plays, call reviews, and ongoing performance coaching
Reinforce a proactive, consultative, revenue-focused sales approach
Strategic Sales & Account Growth
Manage a portfolio of high-value and strategic customer opportunities
Act as a closer on key deals and revenue expansion opportunities
Partner with customers to increase adoption of services and products
Identify and drive expansion opportunities (upselling, repeat orders, bundles, campaigns)
Support enterprise-level accounts and high-growth customer segments
Customer Activation, Retention & Expansion
Ensure new customers are on board and successfully complete first orders
Identify inactive customers and drive reactivation strategies
Monitor customer behavior and proactively engage high-intent users
Build strong customer relationships focused on long-term growth
Marketing Guidance & Customer Support
Act as a consultative partner helping customers choose the right marketing solutions
Guide customers on campaigns, product usage, and ordering strategies
Help reps become more consultative and value-driven in conversations
CRM, Process & Reporting
Ensure accurate CRM (Salesforce) logging of all activities and opportunities
Track performance against weekly and monthly goals
Maintain visibility on pipeline, revenue, and team performance
Improve scripts, workflows, and follow-up processes
Onboarding & Team Development
Support onboarding and ramp-up of new team members
Provide coaching, role play, and process training
Reinforce CRM discipline and performance expectations
Requirements
4+ years of experience in inside sales, customer success, account management, or revenue roles
Previous experience leading or coaching a team (player-coach or supervisor role)
Strong phone-based sales and customer communication skills
Experience managing activity targets and performance metrics
Ability to coach live sales/customer interactions
Experience with Salesforce or similar CRM systems
Strong organizational and follow-through skills
Fluent English (written and spoken)
Comfortable working in a fast-paced, performance-driven environment
Preferred Qualifications
Experience in real estate marketing, SaaS, or marketing services
Background in direct mail, campaign management, or lead generation
Experience working with small businesses or agency-style account management
Strong understanding of revenue growth and customer lifecycle strategies
Important Notes
This is NOT a traditional customer support or ticket-based role
This is a revenue-driving, customer-facing leadership position
Candidates must be comfortable making calls, coaching sales conversations, and owning performance metrics
Not suitable for candidates seeking purely administrative or non-revenue roles
Compensation & Benefits
Base Salary: $2,500 – $3,300 USD/month
Variable Compensation: ~$1,000 USD/month
Performance-based incentives tied to team results and revenue growth
Opportunity to lead and scale a high-impact team
Direct exposure to leadership and strategic decision-making
