Director of Client Success

About Revive Revive is the live commerce infrastructure solution that turns fashion brands' damaged, returned, and excess inventory into bidding wars. What brands used to donate, destroy, or sell to jobbers at 1–2% of MSRP, Revive converts into high-energy live shows where superfan audiences compete for the inventory — recovering 5–13× more than any liquidation channel while protecting brand equity. Our motion is simple: a brand ships us one pallet. We run a no-cost trial show. They watch their scuffed inventory become coveted. Then they become an evergreen partner — sending recurring shipments and earning a tiered profit share that grows with volume and SKU value. The Director of Client Success is the person who makes the conversion stick — and keeps it growing. The Role You will own everything that happens after a brand signs the trial one-pager. That means a flawless 28‑day trial experience, a compelling debrief meeting, an evergreen conversion, and a growing book of recurring shipment partners who expand their volume and unlock higher profit-share tiers over time. This is not a traditional CSM role. You are working with brand founders, VP‑Ops leaders, and returns leads who are used to getting almost nothing for their damaged inventory. You are showing them — live, in real time — that those damages can become demand. Your job is to make that moment land, and then turn it into a long‑term commercial relationship. In Q2 and Q3 you will own a book of 30 brands. By Q4 you will be hiring and leading a small team. Example of What You Will Own Trial Activation & Experience (Weeks 1–4) The trial is the product. Every touchpoint is engineered to prove four things to the brand: damages can be in-demand inventory, live commerce is the highest-value recovery channel, tiered profit share rewards recurrence, and Revive treats the brand like a partner — not a dumping ground. Own the Ops handoff the moment a brand says yes — signed one-pager, shipment ETA confirmed, receiving prep initiated within 24 hours. Coordinate QC, photo intake, and lot grouping with Live Ops within 48 hours of receipt. Send the Week 1 branded “received” email with photos and the recovery model so the brand can see what their inventory will become. Orchestrate the watch‑party: $200 shopping credits, 24‑hour prep primer, live narration in the watch room during the show (‘notice how this lot just doubled’). Deliver the same‑day GMV recap and highlight reel within 60 minutes of show end. Lead the 30‑minute debrief meeting 3 business days after the show — show clips, recovery % vs. liquidator baseline, and the tiered profit‑share proposal at 3 shipment cadences. Evergreen Conversion & Expansion The debrief is a close meeting, not a summary meeting. The brand has felt the proof; your job is to lock in the recurring relationship. Present the tiered profit‑share model: quarterly (30%), monthly (40%), monthly + premium SKUs (50% of net GMV). Execute the three‑ask close in order: confirm cadence, confirm first evergreen ship date within 30 days, confirm signatory and send agreement same day. If they say “not yet,” push to a second trial shipment — not to evergreen. Two data points beat one every time. Expand accounts by surfacing new damages categories, new seasonal volume, and new decision‑makers (e.g., CEO watch‑party seat after Ops attended Trial #1). Own GRR (Gross Revenue Retention) and NRR (Net Revenue Retention) across your book. Objection Handling & Brand Trust You will hear the same objections repeatedly. You will know the exact reframe and the exact next step for each one.

• Damages will hurt our brand.’ → Closed‑audience live commerce is the opposite of clearance. Show the last show’s chat. The audience treats it as a treasure hunt, not a markdown.
• We already donate everything.’ → Donation receipts are great. We layer cash on top, and the brand still gets the goodwill story. Offer A buyout; they can donate the cash.
• We don’t have time.’ → Concierge model. They have two tasks: sign the one‑pager, ship the pallet. We handle everything else.
• 3% MSRP isn’t enough.’ → It’s above current liquidation rates. And Offer B (no‑cost trial) keeps 100% of net sales to them. Show recovery % from a comparable brand.

Playbook Stewardship Feed win/loss patterns back into the Sales Playbook in the monthly iteration meeting. Maintain minimum CRM hygiene: tier, decision‑maker, offer, ship date, GMV, recovery %, watch‑party attendance, conversion outcome. Flag health issues to the Sales lead immediately: trial close rate 21 days, watch‑party no‑shows on 2+ consecutive trials, conversion rate. Who You Are You are built for the trial‑to‑evergreen motion You have owned a book of B2B accounts in a high‑velocity, early‑stage environment and can point to conversion and retention metrics you drove. You are comfortable working with founder‑led and VP‑level decision‑makers at fashion or consumer brands — you know their language and their pressures. You have run live events or experiential moments as part of a customer journey and know how to make them land. You understand unit economics well enough to present a tiered profit‑share model clearly — and to know when a brand is close to converting vs. genuinely not ready. You operate like the playbook You track every touchpoint in CRM before the next contact. You do not wing it. You can run the 20‑minute discovery script cold and the 30‑minute debrief meeting warm. You can run MBR, QBR and ABR to minimize churn risk and maximize the expansion opportunity with each brand partner. You escape health flags before they become churned accounts, not after. You thrive in “test and optimize” environments — you give feedback to the playbook, not just to the brand. You are ready to build You have a point of view on what a great CS org looks like at an early stage, an infrastructure company that works with fashion brands — and you are willing to build it from scratch. What we offer Competitive base plus a variable comp tied directly to evergreen conversion rate and NRR. Equity with meaningful upside — you are joining early. A 28‑day trial structure that is genuinely the best product demo in the category. Brands who attend their own watch‑party almost always convert. Your job gets easier the better the show gets. A playbook that is alive — iterated monthly based on data. You will co‑own it. A path to building and leading the CS function as the brand roster scales. Travel to brand offices and live show events. Compensation Range: $170K – $185K #J-18808-Ljbffr Caraa