[Hiring] Customer Success Lead, Onboarding & Delivery @Revisto

Role Description

This is the person who makes our customers successful. You’ll own the customer experience from kickoff through go-live and beyond: onboarding, KPI readout, hypercare, and the business reviews that lead to expansion. You’ll be running onboardings, keeping projects on track, collecting the data that tells the value story, and making sure every customer interaction builds confidence.

The person in this role needs to be able to manage multiple concurrent projects without dropping anything and, more importantly, without being told what to do next.

Every input you receive, whether a customer document, an engineering update, or your own first draft, gets processed by you before it moves on. You read it, check it, form a view, and pass along a recommendation, not a forward.

This is not a relationship management role where you check in and escalate issues. It is also not a traditional project management role. Much of the scheduling, meeting prep, and status reporting is already automated, and you will help automate more of it. What stays human is judgment: knowing what the customer actually needs, spotting risk early, and deciding what happens next. You’re the operational engine of the customer journey. You keep the documents moving, the milestones visible, the KPIs tracked, and the customers confident. You also work closely with our engineering team. You’re the translator between customers and engineers so they can stay focused on building.

What You’ll Own

• Customer Onboarding & Delivery
  • Own the project plan for each active customer including managing timelines, milestones, and dependencies, from project setup through readout.
  • Lead kickoff sessions end to end: agendas, stakeholder identification, data collection, KPI alignment, and other materials.
  • Drive data collection from customers, making sure we have complete, high-quality inputs up front so every onboarding sets the customer and Revisto up to succeed.
  • Run weekly customer check-ins and between-session follow-ups, keeping action items visible and owners accountable.
  • Coordinate tools, access, and logistics for each new customer.
  • Prepare and deliver hands-on customer training in the customer’s own environment.
  • Review every customer-facing deliverable (decks, emails, training materials) with high accuracy.
  • Ensure customers always know where things stand without needing to ask.
• KPI Data Collection & Onboarding Reporting
  • Own KPI tracking for every project.
  • Establish baselines and targets at kickoff by working with customers.
  • Collect and organize regular performance data throughout onboarding and production.
  • Understand how each KPI is calculated well enough to explain and defend it to a skeptical reviewer, and build the KPI readout that supports the customer’s decision to scale.
  • Surface patterns across customer data that inform product priorities.
• Customer Feedback & Issue Triage
  • Capture and categorize feedback from regular calls, comments, and emails.
  • Maintain the customer feedback tracker and stay on top of every open item until it is closed.
  • Hand off inputs to the product & engineering team after understanding, synthesizing, reproducing where possible, and framed them, so engineering receives a clear, decision-ready work item.
  • Manage customer response cadence so customers always know their issues are being handled.
  • Proactively flag recurring feedback patterns that point to product opportunities.
• Customer Health, Conversion & Expansion
  • Monitor customer health indicators throughout project phases and surface risks to leadership before they become escalations.
  • Partner with our Head of Growth & Partnerships to drive successful onboardings and long-term engagements, with the KPI evidence to back it up.
  • Identify and flag expansion opportunities based on platform usage, new use cases the customer raises, or brands not yet covered.
  • Run regular business reviews with customers.
  • Contribute to case study development and customer advocacy initiatives.
  • Ensure every customer has clear, documented next steps.
• Internal Coordination & Process Building
  • 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, using our automated workflows as a starting point, and applying critical judgment.
  • Spot automation opportunities and help build them.
  • Be the institutional memory for what worked in each onboarding, written down, so each new customer benefits from what we’ve learned.

What Success Looks Like

• First 30 days: You know our product, onboarding playbook, and every active account well enough to run its weekly check-in without leadership prep.
• First 90 days: You own several concurrent onboardings end to end, customer-facing work goes out right the first time, and engineering gets to work more efficiently.
• Ongoing: Onboardings hit their timelines, KPI readouts land, customers continue long-term engagements, and leadership hears about risk from you first.

Qualifications

• 4-8 years of experience in customer success, implementation management, technical project management, or agency-side project or account management, ideally in SaaS, healthcare tech, healthcare communications, 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 accurate, 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, and you apply judgement to ensure high-quality output.
• Strong critical thinking: given an ambiguous situation, you ask the questions that surface the real problem while producing.

Requirements

• 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.
• Agency-side experience in healthcare communications, especially if you have managed jobs through MLR review.
• 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.
• Hands-on with Jira, Confluence, HubSpot, or similar tools.

How You Work: Our Values

• Customer Problem First: You figure out what the customer actually needs, not just what they asked for, and you push back or say no when that is the right answer for them and for Revisto. You are patient and credible with complex, regulated-industry buyers.
• Own It Together: You see what needs to happen three steps ahead and move on it without being chased. You cover project management, data, customer communication, and process design in the same week, and when the team needs you, its top priority comes before your own lane.
• Bias to Action: You build structure where none exists instead of waiting for a perfect process. You move fast and iterate, and you never trade away accuracy on anything a customer or reviewer will see.
• Earn Trust: You back your updates with evidence, own mistakes plainly and fix them, are upfront about what you don’t know, and write things down so others can build on them.
• Stay Curious: You don’t need to be an MLR expert on day one, but you want to get fluent quickly. You learn from customers, from teammates, and from what didn’t work, and you keep trying new tools and ways of working.