Sr. Customer Success Manager
About Reputation
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, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partners, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America’s Greatest Midsized Workplaces by Newsweek, the company attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.
Your Role At Reputation
Do you have a passion for customer success and driving real value for some of the world’s biggest brands? Do you like working with high-quality professionals in the areas of operations, product, engineering, design, and marketing? Do you possess the sense of urgency and drive to serve clients in a rapidly growing enterprise software space? Reputation is looking for a proven Customer Success Manager with these skills.
The Senior Customer Success Manager is a vital link between the brands Reputation works with and the solutions it provides. They are expected to analyze client business objectives and industry standards or trends to recommend actions that best achieve those objectives. This role will help drive business growth by clearly setting direction, establishing KPIs, and making meaningful sense of the results.
How You'll Shape The Experience
- Manage all aspects of client success from post-onboarding, training, upsell, and ultimately renewal.
- 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 the success story and convey the 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.
- Be a positive contributor to “the team” to maximize Reputation’s short- and long-term revenue targets.
- Perform additional duties as assigned.
The Skills That Set You Apart
- 5–8 years of experience in customer success, strategic account management, or consulting.
- Experience with B2B inside sales/outside sales/business development is a plus.
- Experience with renewals or upsells is a plus.
- Complex problem-solving skills and an analytical mind are a must.
- 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.
- Customer Experience + Customer Outcomes = Customer Success.
- Ability to manage multiple projects to ensure implementation and rollouts are completed on schedule.
- Ability to work well under pressure.
- Ability to find creative solutions to challenging problems.
- Desire to excel and grow within the organization.
- Bachelor’s degree required.
Our Benefits & Perks
- Paid Time Off
- Flexible PTO for salaried employees.
- Hourly employees accrue PTO based on tenure and receive 5 sick days annually (available 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 & Hospital Indemnity insurance.
- Employee Assistance Program (EAP).
- Wellbeing and Perks
- 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.