Customer Success Manager

Revisto is an Austin-based AI company transforming the Life Sciences content lifecycle by optimizing Medical, Legal, and Regulatory (MLR) review. They are seeking a Customer Success Manager who will own the customer experience from signed contract through production, managing multiple concurrent projects and ensuring customer satisfaction throughout the implementation process.

Responsibilities:

• Own the project plan for each active customer including managing timelines, milestones, and dependencies
• Lead kickoff session preparation: agendas, stakeholder identification, data collection, KPI alignment, and other materials
• Drive data collection from customers
• Run regular status meetings and between-session follow-ups, keeping action items visible and owners accountable
• Coordinate tools, access, and logistics for each new customer
• Ensure customers always know where things stand without needing to ask
• Own KPI tracking for every project
• Establish baselines by working with customers
• Collect and organize regular pilot performance data throughout
• Surface patterns across pilot data that inform product priorities
• Capture and categorize feedback from regular calls, comments, and emails
• Maintain the customer feedback tracker and stay on top of each feedback
• Coordinate handoffs to the product & engineering team with enough context that nothing falls through the gap
• Manage customer response cadence so customers always know their issues are being handled
• Proactively flag recurring feedback patterns that point to product opportunities
• Monitor customer health indicators throughout project phases and surface risks to leadership before they become escalations
• Identify and flag expansion opportunities based on platform usage, new use cases the customer raises, or brands not yet covered
• Contribute to case study development and customer advocacy initiatives
• Ensure clear documented next steps
• Keep the internal team aligned on each customer’s status, open items, and risk signals without creating unnecessary overhead
• Build and maintain consistent process templates
• Work with the team to identify automation opportunities
• Be the institutional memory for what worked in each pilot so each new customer benefits from what we’ve learned

Requirements:

• 3–6 years of experience in customer success, implementation management, or technical project management, ideally in SaaS, healthcare tech, or a regulated industry
• Demonstrated ability to manage multiple concurrent customer implementations with competing timelines, different stakeholders, and evolving scope
• Strong project management discipline — you keep things organized without being asked
• Comfortable with data: able to pull numbers from source systems, build basic tracking views, and construct a clean KPI summary without needing an analyst to do it
• Excellent written communication, customer emails, meeting follow-ups, and status decks, that are clear, professional, and brief
• Comfortable running customer calls as the primary operational contact, managing expectations, and holding timelines firm in a professional manner
• AI-native in your workflow today, not AI-curious, but actively using AI tools to draft faster, manage more, and do the work that used to take two or more people
• Experience in pharma, life sciences, healthcare IT, or another regulated industry where documentation and compliance context matter
• Familiarity with Veeva Vault PromoMats or other pharma content management systems
• Background in SaaS implementation consulting or enterprise onboarding, particularly where you were coordinating between the customer and a technical delivery team
• Experience building scalable CS processes at an early-stage startup