Role Description - Drive Strategic Growth & Partnerships: - Serve as a trusted, high-value advisor to customers. - Develop and execute tailored account strategies to navigate unique workflows, political environments, and complex organizational dynamics, ensuring customer needs align with product capabilities. - Own Business Outcomes: - Proactively manage renewals and negotiate expansion opportunities, meeting annual targets tied to retention and growth. - This is a critical component of the CSM role, requiring a strong background in managing contract lifecycles. - Enable Adoption & Value: - Partner with our customers during the critical adoption phase and provide ongoing, targeted training to maximize their success. - Translate technical concepts and product updates into clear, practical value for diverse audiences. - Manage Success Metrics: - Monitor and report on key performance indicators, including churn reduction, expansion revenue, and Customer Satisfaction (CSAT), utilizing data to inform strategic account planning. - Stakeholder Mapping & Advocacy: - Identify and nurture relationships with all key decision-makers and influencers within your accounts, ensuring they receive appropriate support. - Act as the voice of the customer internally, collaborating with Product, Sales, and Support teams. - Travel: - Attend customer visits and conferences based on territory needs. This typically involves 3-5 visits per quarter. (15-20% annually) Qualifications - 4+ years of experience in Customer Success (ideally within a fast-growing SaaS startup). - Proven ability to manage complex accounts, drive renewals, and identify cross-sell opportunities. - Strong focus on achieving customer outcomes and building long-term partnerships. - Skill in navigating multiple stakeholders and a collaborative spirit for cross-functional conversations. - Ability to mitigate risk and de-escalate issues before they become critical. - Capacity to learn and support multiple products. - Proficiency in translating technical concepts into practical, customer-friendly language. - Clear, strategic communication (strong written and verbal skills) is essential for our remote environment. - Exceptional organizational skills and prioritization ability to manage multiple customers and incoming requests. - Familiarity with the following tools: Salesforce, Fathom, Hex, Google Suite, Slack, Hubspot, and Claude. Benefits - Competitive compensation and stock equity plan - Comprehensive benefits package that includes medical, dental, vision, and life insurance - Company sponsored pre-tax retirement savings program (401k) - A flexible work environment that supports working from home - Flexible PTO - Parental Leave - Home office stipend

Role Description As a Senior Customer Success Manager - APAC, you will play a vital role in building strong, outcome-based relationships with our named accounts in the APAC region. This will enable them to expand their international footprint and grow revenues from those accounts moving forward. You will be responsible for understanding their unique business needs and designing solutions to meet those needs through consultative solutioning, ensuring that our customers achieve their talent and business objectives through Multiplier. Reporting to the APAC Manager, you will work closely with your peers and cross-functional stakeholders to drive customer satisfaction, retention, and growth, while also contributing to the development of our product roadmap. Process, creativity, curiosity, and tenacity will be critical to our success in this role. Qualifications - 4-10 years of customer-facing experience in B2B SaaS or HR. - 2-3 years in a Customer Success/Account Management role. - 2 of the last 3 years overachieving goals and targets. - A people-first and growth mindset. - An affinity to work in a fast-growth business. - The ability to work independently and collaborate effectively. - Comprehension of value-based sales. - Discipline in Account Planning, Forecasting, and Quota Attainment. - Experience in building and nurturing customer relationships. - Excellent communication and writing skills. - Organized, detail-oriented, with the ability to prioritize. - Positive attitude, self-motivated, and resilient. - Previous experience in customer success/service, HR SaaS, or remote work. Responsibilities - Build trusted relationships with named accounts through consultative solutioning. - Work closely with internal teams, including Sales, Product, Operations, and Engineering. - Identify growth opportunities within your portfolio and develop strategies to capitalize on those opportunities. - Be the voice of our customers to our Product team, synthesizing feedback and offering informed opinions. - Drive customer satisfaction and growth while contributing to the development of our product roadmap. - Stay organized, detail-oriented, and prioritize effectively under pressure. - Be customer-obsessed, always putting customers first. - Adapt easily to change in a high-growth start-up environment.

• Building the CSM operating system: Define how Customer Success works at RevenueCat as we scale: customer tiers, coverage models, account plans, health signals, review cadences, renewal / expansion touchpoints, escalation paths, and the difference between bespoke support and scalable programs. • Leading and coaching the CSM team: Manage, coach, and raise the bar for a team of CSMs. Help them become growth generalists who deeply understand customers' apps, audiences, business models, goals, constraints, RevenueCat usage, and opportunities. Identify where we need coaching, role changes, new hires, or clearer expectations. • Owning strategic account quality: Make sure our top accounts have real account strategy: clear customer goals, app context, product adoption opportunities, risks, stakeholder maps, open asks, next steps, renewal / expansion context, and technical health input from Technical Account Managers where relevant. • Making CSMs true growth partners: Help CSMs move beyond generic relationship management. CSMs should be able to diagnose likely growth bottlenecks, recommend practical RevenueCat adoption, interpret app performance, qualify when the subject matter experts from our Growth Advisory team should get involved, and keep the customer moving toward higher-impact work. • Clarifying CSM / TAM / Growth Advisory handoffs: Partner closely with TAM, Support, Sales, Product, and Growth Advisory so customers get the right help from the right person. CSMs should own customer context, account strategy, adoption, stakeholder management, and next-step clarity. TAMs should own technical correctness. Growth Advisory should go deep on specific, high-impact growth problems. • Turning repeated customer work into scale: When the same issue appears across accounts, make sure it becomes a playbook, template, customer education asset, internal enablement, webinar, support macro, sales collateral, product feedback, or docs improvement. The goal is not to consult the same problem forever. The goal is to make the company smarter every time we solve it. • Driving measurable customer and business outcomes: Define and improve the metrics that matter: product adoption, account health, customer outcomes, renewal / expansion influence, quality of account strategy, risk visibility, and the team's ability to create leverage as the customer base grows.

• Manage a portfolio of customers with direct responsibility for recurring revenue (MRR), retention and expansion metrics; • Lead contract renewal negotiations, cancellation reversals and contract expansions; • Identify opportunities for upsell, cross-sell and increased platform adoption; • Develop consultative relationships with stakeholders and decision-makers; • Prioritize opportunities using data, metrics and business context; • Operate with a commercial strategy across the portfolio.