Customer Success Loyalty Support Specialist

Job Summary:

As a Customer Success Loyalty Support Specialist you will play a critical role in strengthening long-term customer relationships and enhancing brand loyalty for Revance. This role blends high-touch service with proactive engagement to ensure customers receive exceptional support throughout their journey. You will manage consumer loyalty and rewards programs, resolve complex issues, and act as an advocate for both the customer and the Revance brand. Your work directly contributes to customer retention, satisfaction, and lifetime value.

Reporting to: Customer Success Loyalty Support Supervisor
Location: Hybrid in Nashville, TN; remote in all other locations

Responsibilities/Essential Duties:

• Customer Retention & Relationship Building
  • Proactively engage with customers through outbound and inbound calls, emails, and live chat to strengthen long-term relationships.
  • Gather customer feedback to identify trends and opportunities to reduce churn.
• Loyalty Program Management
  • Implement, promote, and administer Revance rewards and loyalty programs.
  • Educate customers and providers on program benefits, points systems, value offerings, and best practices.
• Proactive Support & Outreach
  • Initiate customer outreach to provide solutions, product education, and personalized recommendations.
  • Address potential issues before they escalate by monitoring account activity and customer sentiment.
• Complex Issue Resolution
  • Serve as high-level support contact for complex, escalated, or sensitive customer situations across communication channels (phone, email, social).
  • Partner with Sales, Operations, IT, and Quality teams to resolve cross-functional customer concerns efficiently.
• Account Management
  • Support consumer account setup, with accuracy and professionalism.
  • Ensure seamless, end-to-end handling of each customer interaction.
• Review & Reputation Management
  • Monitor customer reviews and social sentiment, intervening to turn negative experiences into positive outcomes when possible.
• Data & Behavior Analysis
  • Use CRM tools and customer analytics to identify patterns, track satisfaction, and recommend retention strategies.
  • Provide insights to leadership on loyalty trends and customer experience opportunities.
• Team Collaboration & Performance
  • Work closely with sales professionals to deliver a consistent, premium experience.
  • Contribute to team goals, KPIs, and initiatives that drive an exceptional customer journey.
  
  

Basic Qualifications:

• Associate's or Bachelor's degree, or an equivalent combination of education and experience.
• 1-3 years' experience in customer service, customer success, account management, or a contact center role.

Preferred Qualifications:

• Degree in Business, Marketing, Communications or Health Sciences.
• 3-5 years' experience in customer-facing environments, including CRM-driven workflows, and proactive outreach functions.
• Experience managing complex customer interactions and problem resolution.

Company Summary:

Revance is a fast-growing global aesthetics and skincare company focused on providing innovative aesthetics and market-leading skincare offerings throughout every stage of life. With a differentiated portfolio of products spanning 60 countries, Revance meets the evolving needs of patients and consumers worldwide through continued innovation and commercialization of new products and treatments.

What Revance invests in you:

• Competitive Compensation including base salary and annual performance bonus.
• 12 days' PTO, holidays, and parental leave.
• Generous healthcare benefits, HSA match, 401k match, employer paid life and disability insurance, pet insurance, wellness discounts and much more!

This section of the job description is required by the American with Disability Act (ADA). The ADA requires that job descriptions reflect the physical and mental demands required to effectively perform the essential duties of the job. The ADA prohibits employers from discriminating against a "qualified individual with a disability" in all aspects of the employment relationship. A "qualified individual with a disability" is "an individual who meets the education, experience, skill, and other job-related requirements of a position held or desired, and who, with reasonable accommodation, can perform the essential functions of a specified job."

Revance is an Equal Opportunity employer. All qualified applicants will receive consideration for employment based on merit, without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.