# Customer Success Manager

**Remote**

**Posted 1 month ago**

#### 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.