Principal Customer Success Manager, Healthcare

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 top-tier firms like Bessemer Venture Partners, Kleiner Perkins, and Marlin Equity Partners, Reputation serves Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with over 250 partners including Google and Meta. Recognized as one of America’s Greatest Midsized Workplaces by Newsweek, Reputation values excellence, career development, and attracts team-oriented collaborators who thrive on perseverance and hustle.

About the Role

Reputation is seeking a Principal Customer Success Manager with deep healthcare and marketing expertise to serve as a strategic advisor and thought partner to a key enterprise client. This highly visible role requires someone who can deeply understand the client’s business and industry, bring a strong point of view to complex challenges, and influence strategy at the executive level while maximizing the value and impact of Reputation’s platform. You will leverage your healthcare and marketing expertise to challenge assumptions, uncover opportunities, and shape strategic decisions with senior client stakeholders. Internally, you will collaborate with cross-functional teams (Sales, Product, Engineering, Marketing, Data Science, and Support) to influence solutions that deliver meaningful customer and business outcomes.

Responsibilities

• Serve as a strategic advisor and thought partner to senior client leaders.
• Maintain and deepen understanding of the client’s business, healthcare landscape, competitive environment, marketing strategy, and evolving priorities.
• Advise clients on how to leverage Reputation’s platform, data, and insights to address strategic business and marketing objectives.
• Develop and execute account strategies focused on measurable outcomes, long-term value, retention, and growth.
• Build relationships with executive sponsors and stakeholders across marketing, operations, customer experience, digital, and other relevant functions.
• Bring healthcare, marketing, and business expertise to challenge assumptions, surface opportunities, and translate data and insights into actionable strategies.
• Lead strategic Executive Business Reviews and executive engagements that demonstrate business impact and shape future priorities.
• Partner with Sales on renewals and expansion opportunities while maintaining a strong focus on long-term customer value.
• Collaborate cross-functionally to advocate for customer needs and influence product, service, and process improvements.
• Lead complex customer challenges and escalations with sound judgment, executive presence, and a focus on sustainable resolution.
• Serve as a subject matter expert and internal resource on healthcare, marketing strategy, and enterprise customer success.
• Mentor and influence peers through expertise, thought leadership, and best-practice sharing.
• Help evolve Customer Success strategies, methodologies, and playbooks for complex enterprise and healthcare customers.
• Additional duties as assigned.

Requirements

• Typically requires an undergraduate degree and 12+ years of progressive experience in Customer Success, strategic account management, consulting, marketing, SaaS, healthcare, or a related field.
• Significant experience working with healthcare organizations and a strong understanding of the industry, its business dynamics, and evolving priorities.
• Deep marketing expertise, with the ability to understand and advise on marketing strategy, customer experience, reputation, digital presence, acquisition, retention, or related areas.
• Proven success managing complex enterprise SaaS relationships and influencing senior and executive-level stakeholders.
• Strong business acumen and curiosity, with the ability to connect industry trends, customer priorities, marketing strategy, and technology to measurable outcomes.
• Exceptional consultative, analytical, and problem-solving skills, with the ability to develop a point of view and make recommendations based on data, experience, and business context.
• Demonstrated ability to challenge clients constructively, ask insightful questions, uncover underlying needs, and influence strategic decisions.
• Advanced executive communication and presentation skills, with the ability to communicate complex concepts clearly and credibly.
• Experience driving customer adoption, retention, renewal, expansion, and long-term strategic partnerships within enterprise accounts.
• Ability to navigate complex organizations, competing priorities, ambiguity, and high-stakes situations with sound judgment and professionalism.
• Exceptional cross-functional leadership and ability to influence without direct authority.
• Advanced proficiency in Sheets/Excel, Slides/PowerPoint, and data visualization and presentation tools.
• Passion for healthcare, marketing, customer strategy, and using technology and data to solve meaningful business problems.

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 per paycheck.
  • 10 company-paid holidays plus 4 “Extended Company Holidays.”
• 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).
• Perks and Wellbeing:
  • 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.