Customer Success Manager

About the Company

Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere. The company functions as a business's eyes and ears across all customer feedback channels to uncover predictive insights. Backed by significant funding from top-tier firms like Bessemer Venture Partners, Kleiner Perkins, and Marlin Equity Partners, Reputation drives substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms. Trusted by over 250 partners including Google and Meta, Reputation was recently recognized as America’s Greatest Midsized Workplaces by Newsweek for excellence and career development. The company attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.

About the Role

Reputation is looking for a proven Customer Success Manager who is passionate about customer success and driving real value for some of the world’s biggest brands. This role involves working with high-quality professionals in operations, product, engineering, design, and marketing. The Customer Success Manager acts as a vital link between the brands Reputation works with and the solutions it provides, analyzing clients' business objectives and industry trends to recommend actions that achieve those objectives. This role drives business growth by setting direction, establishing KPIs, and interpreting results.

Responsibilities

• Manage all aspects of client success from initial onboarding, training, upsell, and ultimately renewal.
• Responsible for $2M+ ARR (20+ accounts, MidMarket to Enterprise).
• Serve as an internal advocate and strategic advisor throughout the customer lifecycle, empowering customers to maximize value through product adoption while fostering company growth.
• Manage client expectations for workflow and responsibilities.
• Build strong relationships and maintain frequent engagement with customer sponsors and stakeholders at all levels of the organization.
• Monitor and analyze account-specific data sets to:
  • Alert yourself and develop strategic action plans to address potential churn risk and upsell opportunities.
  • Visualize and present key performance metrics to build success stories and convey value propositions that ensure customer satisfaction and renewal.
• Provide world-class customer service through organization, urgency, and strategy.
• Collaborate effectively with sales, product, data science, and peers to maximize the customer experience.
• Self-manage and work with a small group of peers and clients.
• Be a positive contributor to “the team” to maximize Reputation’s short- and long-term revenue targets.
• Additional duties as assigned.

Requirements

• 3-5 years of experience in Customer Success, strategic account management, consulting, or experience with Reputation/competitors.
• Experience with B2B inside sales, outside sales, business development, renewals, and upsells is a plus.
• Complex problem-solving skills and an analytical mind, along with a consultative mindset and approach.
• Ability to serve as a trusted advisor to ensure customer’s overall performance and align on customer business objectives and product/service offerings.
• Highly detail-oriented, self-driven, and eager to provide a superior customer service experience.
• Solid Excel and PowerPoint capabilities with the skills to turn data into insights and action.
• “Big picture” vision and professional communication skills required for enterprise clientele.
• Understanding that Customer Experience + Customer Outcomes = Customer Success.
• Ability to manage multiple projects to ensure implementation and rollouts are done on schedule.
• Ability to work well under pressure and find creative solutions to challenging problems.
• Adaptability to ambiguity, openness to new ideas, willingness to take on new responsibilities, and ability to adjust plans to meet changing needs.
• Lead strategy for accounts during the entire customer lifecycle.
• Desire to excel and grow within the organization.
• Bachelor’s Degree required.

Benefits

• Paid Time Off:
  • Flexible PTO for salaried employees.
  • Hourly employees accrue PTO based on tenure and receive 5 sick days annually (available from day 1). PTO accrues on a per-paycheck basis.
• 10 company-paid holidays plus 4 “Extended Company Holidays” (additional paid days off).
• Health and Welfare Benefits:
  • Multiple medical and dental plan options, plus 100% company-paid vision coverage.
  • 401k available through Fidelity.
  • Paid Parental Leave for all eligible employees as of day 1 of employment.
  • Employer-paid short- and long-term disability and life insurance.
  • Critical Illness, Accident, and Hospital Indemnity insurance.
  • Employee Assistance Program (EAP).
• Access to a wide variety of perks and wellbeing apps:
  • PerkSpot: Employee discount program.
  • Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships.
  • Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health.
  • Omada: Virtual prevention and physical therapy program.
  • Ladder: Supplemental life insurance.
  • SoFi: Financial wellbeing platform with 1:1 advice.
  • Fetch: Pet insurance discount program.
  • Spring Health for Guardian: Virtual mental health support.
  • XP Health for Guardian: Virtual eyewear platform.
  • Rate.com: Mortgage services discount program.