Manager of Customer Success, RevenueCat
$200k
+ Equity
Slack
Zoom
Notion
Senior and Expert level
Remote in Canada, EU, UK, US
In-app subscription platform
Job no longer available
In-app subscription platform
21-100 employees
FintechB2BPaymentsSaaSMobile
Job no longer available
$200k
+ Equity
Slack
Zoom
Notion
Senior and Expert level
Remote in Canada, EU, UK, US
21-100 employees
FintechB2BPaymentsSaaSMobile
Company mission
To help developers make a living doing what they love.
Role
Who you are
- 7+ Years of experience in Customer Success in a B2B or B2D (Business to Developer) SaaS environment, managing and nurturing customer relationships to drive successful implementation and adoption, 2+ years of which in a leadership role
- Strong communication skills, capable of liaising effectively with internal teams, as well as different stakeholders within customer organizations, ranging from very technical, to not technical at all
- Ability to manage multiple accounts and initiatives simultaneously, while coordinating with team members and customers across different time zones
- Experience in leveraging technology and automation to engage, support, and delight customers at scale, while making one-to-many feel personalized and attentive
- Experience in looking to customer data to provide insights, inform strategies, and measure success
- Deep desire to understand customer needs, and an ability to turn those needs into action, either within your own team or by motivating others to act
- Ability to bring creative solutions to life, ensuring customer success initiatives are both impactful and memorable
- Experience working in early stage startups and / or building new initiatives from the ground up
- We’re a fully remote team, so you’ll have to be comfortable with an asynchronous environment and using a lot of Notion, Zoom, Slack, and Linear
What the job involves
- We’re looking for a Manager of Customer Success to build out the team and processes to deliver on those objectives
- You’ll join CSM, Brennan, and report into a joint Marketing and Success department led by our VP of Marketing Rik
- As our new Manager of Customer Success, you’ll manage a number of customer relationships yourself, but - as your understanding of our platform and customers grows - will implement effective new processes, hire stellar talent, and find novel ways to deliver on our customers’ ambitious goals
- Together with the rest of the team, you’ll manage and nurture customer relationships to ensure they successfully implement and adopt RevenueCat, while providing them with a flow of insights and tactics that have the potential to help them grow their business
- As the Manager of Customer Success Lead specifically, you’ll ensure the team has the right tools and training to excel, refine and optimize Customer Success processes, and contribute to goal setting and strategic direction for the Success motion within RevenueCat
- Gain understanding of RevenueCat’s use cases, its customers, and the broader ecosystem in which we operate
- Meet with people across Marketing, Sales, Product, and Customer Success to build your understanding of our internal processes and dynamics
- Sit in on as many customer calls as possible, ranging from implementation calls to more strategic EBRs or workshops
- Present your “first ship”, a RevenueCat onboarding tradition where you create and share something meaningful with the rest of the team based on your first two weeks in the role. Examples could be:
- A blogpost about a tactic you’ve heard described in a customer call,
- Host a ‘managed customers only’ private webinar with an external expert,
- An iteration on the deck we use for kick-off calls with new customers, or
- Whatever you’re inspired to do
- Conduct initial meetings with a handful of customers to introduce yourself and discuss their needs and goals
- Begin managing your own portfolio of customer relationships with support from the existing CSMs, including a few ‘net new launches’ (new customers who will need to implement and adopt RevenueCat from scratch)
- Collaborate with the wider organization as you develop the Customer Success strategy outlining how we’ll use ‘high touch’ relationships to maximise the value our customers experience from using RevenueCat (we all know this plan will change 100 times over as we execute, and that’s fine)
- Begin to track and report on key Success metrics to measure progress and impact
- Work with our internal app growth experts, as well as external consultants to deepen your understanding of revenue growth practices
- Implement the Success strategy and start seeing the impact of new initiatives
- Develop and refine processes to onboard, support, and help grow customers
- Refine your ability to spot, distill, and share actionable insights based on customer meetings, RevenueCat data, and industry developments
- Work directly with the Product team to build and maintain awareness of customer needs in product development and direction
- Scope out a role for an extra CSM, and kick off the hiring process (and maybe even close a great candidate, though we try to optimise for ‘who’ not ‘when’)
- Built a scalable and measurable Customer Success program, where new customers onboard rapidly and effectively, and we’re able to play a meaningful role in accelerating the growth for existing customers
- Hired and developed your first team members to support the growing customer base
- Contributed significantly to the sold customer NPS and Net Revenue Retention through successful relationship-building and collaboration
Our take
Revenue Cat was founded by developers who understood the complexities in scaling a subscription app firsthand. The company’s software development kit (SDK) solution gives companies the tools they need to build a subscription business for Android and iOS.
Although similar subscription companies exist, RevenueCat’s main differentiator is that its application processing interface is easy to use for developers and accessibly priced - RevenueCat charges a small percentage of an app’s sales instead of a flat fee.
Top companies like VSCO, Notion, WidgetSmith, Buffer, and Fishbrain use RevenueCat to power their subscriptions at scale, and the company is now handling subscriptions for millions of mobile subscriptions across thousands of apps. It continues to expand operations and make new partnerships towards bettering its capabilities for the future.
Kirsty
Company Specialist
Insights
Top investors
Company
Funding (last 2 of 4 rounds)
Apr 2024
$12m
SERIES C
May 2021
$40m
SERIES B
Total funding: $68.5m
Company benefits
- A culture of transparency - Board meeting decks and investor updates are shared with the entire company. We believe that people can do their best work when they have full context
- Work anywhere, anytime
- $2000 budget to set up your workspace
- Team members as owners - we give everyone a percentage of ownership in the company and allow employees to exercise their equity up to 10 years after leaving
- $1000/year learning & development budget
- 12 weeks of fully paid parental leave for any team member who becomes a parent
- 401k program that matches 100% of the first 3% of your salary and 50% of an additional 2% of your salary
- Location-independent salaries
- Comprehensive medical, dental, and vision benefits (covering up to 85% of the premium for and 75% for dependents) 🇺🇸
Company values
- Be customer obsessed: Doing right by the customer is our guiding principle
- Always be shipping: The best way to make sure we make long term progress is to make a little progress every day
- Own it: If someone is having a bad experience with your work, it should hurt. We own what we build
- Be balanced: We are on a very long, very difficult journey. To ensure we can make it the distance, we take a balanced approach to our work
Company HQ
Inner Parkside, San Francisco, CA
Articles
Founders
Jacob Eiting
(CEO)Background as CTO at Elevate Labs and software engineer at Mino Games & Apple.
Miguel Carranza
(CTO)Previously Director of Engineering at Elevate Labs and software engineer at MindSnacks.
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