Senior Customer Success Manager

About the role

This is not your typical Customer Success role. RevenueCat prices based on how much money a customer makes. That creates an unusually clear alignment of incentives: when our customers grow, we grow. That means Customer Success at RevenueCat should be more than relationship management, implementation check-ins, and polite QBRs. Our best CSMs understand a customer's app, audience, business model, growth goals, internal constraints, RevenueCat usage, and decision-making dynamics well enough to help that customer make better decisions.

Responsibilities

• Build deep understanding of each customer in your portfolio: their app, value proposition, audience, onboarding, paywall, pricing, plans, lifecycle, user acquisition motion, retention drivers, business model, growth goals, stakeholders, RevenueCat usage, risks, and opportunities.
• Turn that context into clear account strategy: what matters, what RevenueCat can help with, what the customer should adopt next, where the risks are, who needs to be involved, and what the next step is.
• Help customers identify where RevenueCat can plausibly help them make more money. That could include better use of RevenueCat Analytics, Paywalls, Experiments, Offerings, targeting, integrations, web monetization, or other parts of the product. It could also mean helping them think through broader subscription growth questions: conversion, retention, lifecycle, pricing, packaging, churn, winback, platform strategy, or monetization experiments.
• Make sure customers are not just paying for RevenueCat, but actually using it in ways that help their business. That means understanding their goals, identifying adoption gaps, helping them prioritize what to implement next, and making sure our product becomes more deeply embedded in how they operate.
• Run customer conversations and business reviews that are useful. Not generic QBR theater. Bring customer-specific context, product usage insights, account risks, growth opportunities, benchmarks where relevant, and clear recommendations. Leave customers with better understanding and concrete next steps.
• Work closely with technical account partners, support, product, sales, and growth specialists. RevenueCat is a technical product, and customers often need help that spans multiple functions. A great CSM does not try to answer everything themselves, but also does not blindly route questions and walk away. Own the customer context and next-step clarity.
• Bring in the right specialist when needed. When a customer has a specific, high-impact growth problem, help decide whether one of our growth specialists should get involved.
• Partner with Sales where commercial action is needed, and make sure RevenueCat has a clear view of account health, risk, adoption, and growth potential.
• Notice patterns. When the same question, objection, adoption gap, growth problem, or customer confusion shows up repeatedly, help turn it into something reusable: a playbook, template, webinar, customer guide, internal enablement, support macro, docs improvement, sales asset, or product feedback.

Qualifications

• A deep understanding of app monetization, paywalls, pricing, lifecycle, retention, churn, trials, onboarding, paid acquisition, LTV, cohorts, experiments, and subscription strategy.
• Experience working with mobile app businesses, ideally in a Customer Success or similar role.
• Strong communication and interpersonal skills, with the ability to build relationships and manage expectations.
• Ability to analyze complex data and provide actionable insights.
• Comfortable working with technical details and understanding the technical aspects of the product.
• Proven track record of driving customer growth and adoption.
• Strong organizational and project management skills.
• Ability to work independently and as part of a team.
• Passion for helping customers succeed and drive revenue growth.