Customer Experience Revenue Manager – Player-Coach
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Job Description
Customer Experience Revenue Manager leading and coaching a team to drive customer retention and revenue growth. Supporting high-value customer opportunities and ensuring successful onboarding and activation.
Responsibilities:
- Lead the Customer Experience Revenue team and establish a strong weekly operating rhythm
- Run team meetings focused on activity, pipeline, revenue, and performance
- Monitor outbound calls, email follow-ups, and CRM activity
- Hold reps accountable to daily activity targets (including ~40 outbound calls/day)
- Foster a competitive, positive, and performance-driven team environment
- Manage incentives such as contests, SPIFs, and performance tracking
- Coach reps on outbound calls, objection handling, follow-ups, and positioning
- Review CRM activity, notes, and opportunities to identify coaching moments
- Conduct role plays, call reviews, and ongoing performance coaching
- Reinforce a proactive, consultative, revenue-focused sales approach
- Manage a portfolio of high-value and strategic customer opportunities
- Act as a closer on key deals and revenue expansion opportunities
- Partner with customers to increase adoption of services and products
- Identify and drive expansion opportunities (upselling, repeat orders, bundles, campaigns)
- Support enterprise-level accounts and high-growth customer segments
- Ensure new customers are on board and successfully complete first orders
- Identify inactive customers and drive reactivation strategies
- Monitor customer behavior and proactively engage high-intent users
- Build strong customer relationships focused on long-term growth
- Act as a consultative partner helping customers choose the right marketing solutions
- Guide customers on campaigns, product usage, and ordering strategies
- Help reps become more consultative and value-driven in conversations
- Ensure accurate CRM (Salesforce) logging of all activities and opportunities
- Track performance against weekly and monthly goals
- Maintain visibility on pipeline, revenue, and team performance
- Improve scripts, workflows, and follow-up processes
- Support onboarding and ramp-up of new team members
- Provide coaching, role play, and process training
- Reinforce CRM discipline and performance expectations
Requirements:
- 4+ years of experience in inside sales, customer success, account management, or revenue roles
- Previous experience leading or coaching a team (player-coach or supervisor role)
- Strong phone-based sales and customer communication skills
- Experience managing activity targets and performance metrics
- Ability to coach live sales/customer interactions
- Experience with Salesforce or similar CRM systems
- Strong organizational and follow-through skills
- Fluent English (written and spoken)
Benefits:
- Variable Compensation: ~$1,000 USD/month
- Performance-based incentives tied to team results and revenue growth
- Opportunity to lead and scale a high-impact team
- Direct exposure to leadership and strategic decision-making
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