Customer Success Manager

Revinate is one of the largest and most innovative providers of direct revenue-generating solutions in the hospitality industry. Revinate's mission is to deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests. Revinate’s Direct Booking Platform helps capture, convert and retain guests with strategies and services that maximize direct booking revenue. This combination maximizes the lifetime value of each guest through personalized and targeted campaigns across the guest journey. Revinate Marketing has won 1st place for Hotel CRM & Email Marketing in the HotelTechAwards five years in a row!

The Revinate Customer Success Manager for North America (CSM) will lead the post-sales efforts in building processes and procedures that are successful and repeatable in delivering value to the Revinate customer. The ideal candidate brings a proven record of success in a SaaS technology company where they have helped drive customer adoption, had responsibility for revenue retention, and demonstrated an ability to drive growth in their assigned accounts. This person will work best in a dynamic, technology ­driven environment utilizing phone and on­site interactions to effectively manage a high velocity of activity.

Goals

Client Success: All clients must be DELIGHTED with Revinate and our service, not just satisfied.

Client Management: CSMs are a single point of contact with support from other groups like training and Client Solutions.

Renewals: Success is driven by high NPS and Renewals. This role will be responsible for renewals of defined Strategic accounts in the North America region.

Product Support: Understand the requirements of customers, with use cases. Prioritize them for review with the Product team.

What You'll Do

Superuser of all Revinate products, know it all inside out

Provide coaching and education to improve adoption of the Revinate products by every customer

Conduct regular customer reviews/virtual workshops to identify areas of strength and areas for improvement

Deliver best practices to customers to help improve their overall Customer Success and the value that Revinate brings.

Building relationships beyond the day­ to ­day customer contact to ensure engagement across the organization. For example, reporting

Transparently report and track customers through the loyalty touch­point process

Bring intelligent product feedback and recommendations from customers back to the Revinate Product team

Renewals – manage renewals with existing customers, coordinating closely with Sales

Upsells – educate customers on new Revinate products and identify upsell opportunities, again coordinating closely with Sales

What You’ll Bring

Strong knowledge of account management, including presentation skills, and short/mid/long term opportunity management is essential. 

Strong technical knowledge, and negotiation skills 

Experience in sales methodologies used to prospect within the account, consult with the client on business issues, create and present proposals, negotiate terms, and close sales/renewals 

Must be a self-starter; little supervision is required. 

Candidates must be able to demonstrate skills to negotiate issues with peers, partners, and customers using a Win/Win philosophy. 

2+ years of experience in account management, consultative sales, and /or business consulting, preferably within a SaaS model. Hospitality experience is a plus.

25% Travel may be required

Benefits

Health insurance-employee premium paid 100% by Revinate

Dental insurance-employee and dependents’ premium paid 100% by Revinate

Vision insurance-employee and dependents’ premium paid 100% by Revinate

401(k) with employer match

Short & Long Term Disability insurance

Life insurance

Paid time off

Monthly work from home stipend

Telehealth access

Employee Assistance Program (EAP)

$70,000 - $80,000 a year

This salary range may be inclusive of several career levels at Revinate and will be narrowed during the interview process based on a number of factors, including (but not limited to) the candidate’s experience, qualifications and location. 

Revinate values the flexibility of a remote workforce and the benefits of localized hiring. We focus on specific cities to foster local communities and enhance team cohesion, allowing employees to collaborate, attend local events, and build a strong sense of community and company culture.

Candidates must be located in the city listed in the job application. Thank you!

Revinate is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complementary.

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For Authentic Opportunities: Only refer to our official careers page on our company website. Your security is our priority. If you encounter any suspicious activity, please report it immediately. Stay safe and secure! You can confirm or inquire with any questions by reaching out to recruiting@revinate.com

Excited?! Want to learn more? Apply Now!

Our Core Values:

One Revinate - United & Strong, on a single mission together

Built on Trust - It’s the foundation of everything we do

Expect Amazing - We think, dream & deliver big

Customer Love -- When the customer wins, we win

Make it Simpler -- Apply it to everything we do

Hungerness -- Feel it, follow it, be relentless about our success

Grounded in Gratitude - We’re glad to be here & make the most of every day

Revinate Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Revinate complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. 

Revinate is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complementary. 

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