Customer Success Manager

Customer Success Manager

About RightRev

RightRev is a rapidly growing SaaS company specializing in revenue recognition automation. Our platform helps organizations navigate the complexities of ASC 606 and IFRS 15, improving visibility across the Quote-to-Cash lifecycle. Because our product integrates deeply with ERPs and CRMs like NetSuite and Salesforce, we deal with complex data flows and unique client business processes.

The Role

We are looking for a

Strategic CSM

who is energized by complex puzzles. In this role, you aren’t just a support filter. You are a detective, a diplomat, and a client advocate. You will own the post-sale journey by deeply understanding client workflows, identifying the root causes of friction, and building data-backed cases for product evolution. You will be the primary bridge between our US-based clients and our technical teams, earning respect through analytical persistence.

Key Responsibilities

Investigative Advocacy \& Triage

• Root Cause Discovery:

Move beyond surface-level symptoms, digging into client data and process flows to understand the why behind technical or reporting friction.

• High-Fidelity Routing:

Act as the primary filter for technical escalations, documenting issues with such detail and logic that Engineering has everything they need to act.

• Leveraging Tools

: Utilize all available resources, including AI (LLMs), internal experts, and usage logs, to bridge technical gaps and translate Accounting-speak into Product-logic.

Strategic Relationship Management

• Trust-Based Outreach:

Build multi-threaded relationships across Finance, RevOps, and IT by being the most reliable person in the room.

• Client Advocacy:

Be the strong-willed voice of the customer internally, pushing for product enhancements and long-term resolutions that improve the overall user experience.

• Advocacy Pipeline:

Build a stable of referenceable customers by solving their core problems, making them ready for case studies, testimonials, or Executive Advisory participation.

Growth \& Retention Stewardship

• Success Mapping:

Partner with clients to document their fiscal goals and track progress against a clear path to ROI.

• Expansion Scouting:

Identify Expansion signals and growth trajectories, setting the stage for the Director of Operations to execute seamless renewals and upsells.

• Risk Management:

Proactively identify and flag At-Risk accounts early, creating actionable plans to resolve friction before the renewal cycle.

Required Qualifications

• Experience:

3-6 years in a SaaS Customer Success or Account Management role, ideally within a high-growth environment.

• Analytical Mindset:

A detective approach to problem-solving. You don't stop until you understand the link between a client's process and the data outcome.

• Exceptional Communication:

The ability to articulate complex technical issues clearly to Engineering while speaking confidently to Finance Directors.

• Organizational Fortitude:

Comfortable working in a remote-first environment as a department of one, creating your own processes and driving change through persistence.

Preferred Qualifications

• RevOps Curiosity: Familiarity with the Quote-to-Cash lifecycle or Salesforce/NetSuite ecosystems.
• Financial Literacy: General understanding of revenue recognition (ASC 606) or a willingness to learn the domain quickly via internal training and AI tools.

What We Offer

• A collaborative, customer-focused culture
• Competitive compensation \+ equity
• 100% remote-first flexibility
• Opportunities for career growth across departments
• Exposure to modern RevOps tools and enterprise deal cycles

Why Join Us?

This role is a unique opportunity to shape the customer experience at RightRev. You will have the full support of leadership to challenge the status quo and push for a better product. If you thrive on intellectual curiosity and creating order out of complexity, we want to hear from you.

www.rightrev.