Customer Success Advisor

Company Description:

Rewst is a tool designed for Managed Service Providers (MSPs) to streamline and automate their processes, saving valuable time and effort. Our platform helps MSPs achieve big automation wins, resulting in increased productivity and efficiency. We value the flexibility of remote work and enjoy opportunities to collaborate in person on occasion.

Location: Remote - MST or PST

Role Overview:

As a Customer Success Advisor (CSA), you’ll be on the front lines of customer engagement, onboarding, and expansion. You’ll support a portfolio of accounts in partnership with Automation Advisors, ensuring our MSP clients drive meaningful automation outcomes, expand their usage, and remain long-term partners.

This role is ideal for someone who thrives in a fast-paced SaaS environment, has strong communication and project coordination skills, and wants to build a career in Customer Success.

Customer Success Advisors engage with customers through a variety of methods including outbound phone calls, face-to-face video meetings, email and other written communications and social posts.

Responsibilities:

• Customer Onboarding: Assist in onboarding new customers working with our Implementation Specialists, ensuring they get through early platform setup, training milestones, and adoption of initial workflows.

• Usage Monitoring: Track customer automation task usage and proactively identify opportunities to help customers expand and optimize usage.

• Customer Engagement: Coordinate and facilitate check-ins, QBRs, and feedback loops to ensure customer health and satisfaction.

• Issue Resolution: Triage and route customer issues to appropriate support or product teams, ensuring timely resolution and follow-up.

• Churn Prevention: Monitor key health indicators, usage drop-offs, and renewal timelines to flag risk and support retention strategies.

• Documentation & Enablement: Create and maintain guides, videos, and internal documentation to support scalable customer education and success.

• All roles at Rewst must comply with all company policies and complete all mandatory trainings, including cybersecurity trainings, as assigned.

Who You Are:

• 1–3 years of experience in a customer-facing role (Customer Success, Account Management, Support, or Onboarding) in a SaaS or MSP-related environment.

• Comfortable with cloud-based tools (e.g., HubSpot, Notion, or similar).

• Strong organizational skills and ability to manage multiple priorities.

• Clear communicator — able to simplify complex concepts for non-technical users.

• Curious and eager to learn about automation, operations, and MSP business models.

• Bonus: Familiarity with PSA or RMM tools (e.g., ConnectWise, Autotask, Kaseya, etc.)

• Ability to obtain and maintain required product certification(s).

Why Join Us: 

• Opportunity to make a significant impact in a fast-growing startup environment

• Collaborative and inclusive culture that values creativity, diversity, and innovation 

• Competitive compensation package, including equity options and benefits

• Flexible work arrangements and a supportive work-life balance