Customer Success Manager

Customer Success Manager

Mid-Market & SMB | Renewals & Expansion | Lehi, UT (preferred)

The Company

Revver helps businesses of any size increase profitability and productivity by automating document-dependent work with our award-winning software platform. We drive measurable outcomes — faster cycle times, stronger security & compliance, and reclaimed capacity so teams can focus on high-value, human work. Revver is an AI-optimized growth company: we pair a proven product and go-to-market motion with a fast-moving AI roadmap that's unlocking new automation, insight, and scale for customers.

The Role

This is a dual-segment CSM position covering Mid-Market and SMB accounts, with a clear and intentional growth arc. In the SMB segment, you'll work alongside our AI-powered renewal workflow to manage a high volume of renewal transactions — sending and following up on quotes, closing out renewals, and maintaining clean records in Salesforce. As SMB becomes increasingly automated, you'll shift capacity toward Mid-Market: leading QBRs, delivering tailored package and expansion recommendations, and acting as a strategic partner to decision-makers.

This is the right role for someone who is organized enough to handle volume, able find ways to get customers to value quickly, and ambitious enough to grow into a high-value strategic seat.

Who You Are

• An emotionally intelligent professional who builds strong relationships and navigates complex situations with tact and empathy.
• Highly responsible, self-directed, and skilled at managing multiple high-priority tasks with competing deadlines.
• A proactive problem-solver who continually seeks ways to improve processes, elevate customer experience, and increase efficiency.
• Comfortable working both strategically and hands-on in a fast-moving environment.
• Someone who sees automation as a tool that frees you to do better work — not as a threat.

What You'll Do

Renewal Operations (SMB)

• Own the end-to-end SMB renewal motion: generating quotes, following up consistently, and closing renewals on time.
• Maintain accurate, up-to-date renewal records in Salesforce — stage, ARR, close dates, and notes.
• Work alongside our AI-powered package recommendation agent, reviewing outputs, applying judgment, and escalating exceptions.
• Identify early churn signals and route at-risk accounts appropriately before they reach the renewal deadline.

Mid-Market Success & Expansion

• Own the Mid-Market renewal process end-to-end — personally preparing and delivering quotes, managing follow-up cadences, and closing renewals with a consultative approach. Unlike SMB where quoting is automated, Mid-Market renewals are relationship-driven and rep-led.
• Lead structured QBRs and executive business reviews with Mid-Market stakeholders, focused on ROI and strategic fit.
• Build and maintain success plans with defined KPIs and milestone check-ins.
• Identify expansion and upsell opportunities by connecting product usage data to customer business goals.
• Deliver package and upgrade recommendations in a consultative, value-forward way.

Cross-Segment Responsibilities

• Enable customers on AI features — help them understand capabilities, set realistic expectations, and track adoption outcomes.
• Triage escalations, coordinate with product and engineering, and ensure timely, high-quality resolutions.
• Be the customer's internal advocate — surface product feedback, flag friction, and represent the customer voice in roadmap discussions.
• Scale the CS motion: contribute to playbooks, onboarding templates, and reusable frameworks.

As our SMB automation matures, this role is designed to shift increasingly toward strategic Mid-Market work. If you want a path from execution to advisory, this is it.

What You'll Bring to the Table

• 3–5 years in customer success, account management, or a related SaaS role.
• Proven track record driving adoption, renewals, and measurable customer outcomes.
• Experience managing a high-volume renewal book — you know what it takes to stay organized and close on time.
• Excellent written and verbal communication; comfortable presenting to both technical and business stakeholders.
• Strong project management: able to coordinate multi-stakeholder implementations and deliver on time.
• Data-informed: comfortable with dashboards, KPIs, and using data to prioritize and make decisions.
• Customer-first mindset with a bias for action and continuous improvement.
• Bachelor's degree in business or a related field preferred but not required — we value demonstrated impact over credentials.

Technical Fluency

You don't need to be an engineer, but you must be technically fluent and comfortable collaborating with product and engineering teams:

• Hands-on Salesforce experience (preferred); familiarity with Intercom or similar support/success platforms.
• Comfortable working alongside AI-assisted tooling — reviewing outputs, applying judgment, and contributing to prompt and workflow improvements.
• Practical understanding of AI/LLM capabilities and limitations, and how to position AI features to customers effectively and honestly.
• Familiarity with APIs, webhooks, SSO, and common SaaS integration patterns.
• Able to discuss data privacy, access controls, and governance requirements with customers.

Bonus Points

• Experience with document automation or workflow platforms.
• Prior success selling or expanding into Mid-Market accounts.
• Experience running training or enablement webinars.
• Based in Utah / willing to work with the team in the Lehi office (preferred, not required).

What We Offer

• Competitive salary (dependent on experience) + bonus/commission potential on renewals and expansion.
• Medical, dental, vision, HSA with match, 401(k) with match, and life insurance.
• 10 paid holidays + flexible PTO policy.
• Parental leave.
• Real opportunities to make an impact and grow your career as the company scales.
• Top-notch work-life balance and company culture.

Apply Today — Revver is an EEO employer; M/F/D/V.