Director, Customer Success - Automotive

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 Partner, 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 which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.

Your Role at Reputation

Reputation is seeking a strategic and customer-focused Director of Customer Success, Automotive to lead and develop a high-performing customer success organization responsible for driving value, retention, and growth across a portfolio of automotive customers. This role serves as a vital link between automotive clients and the solutions we provide, ensuring customers successfully adopt the platform and achieve their business objectives.

The Director will combine people leadership, operational oversight, strategic account engagement, and cross-functional collaboration to support strong customer outcomes and business performance. This leader will help drive business growth by setting clear direction and expectations, establishing KPIs, and translating customer and business data into measurable outcomes. The role partners closely with Sales, Product, Engineering, Marketing, and other cross-functional teams to deliver an exceptional customer experience while contributing to revenue retention, expansion, and long-term customer success.

This leader will play a critical role in evolving the Customer Success organization by strengthening operating rhythms, driving cross-functional accountability, elevating executive engagement, and building a culture focused on customer outcomes, business impact, and continuous improvement. 

How You’ll Shape the Experience

• Lead, coach, and develop a team of Customer Success Managers and supporting customer success roles across automotive accounts.

• Encourage innovation, problem solving, and continuous improvement within the customer success organization.

• Develop effective leaders and foster a culture of accountability, collaboration, engagement, and excellence.

• Own the overall performance of the Automotive Customer Success function, ensuring achievement of retention, expansion, adoption, customer satisfaction, and operational excellence goals. 

• Establish rigorous account planning and customer success motions across the portfolio, ensuring teams clearly articulate customer goals, business outcomes, account/retention risks, and growth opportunities. 

• Develop and execute action plans that reduce churn risk, increase product adoption, and improve customer outcomes.

• Create and improve operational processes that enhance efficiency, scalability, and customer experience.

• Drive operational excellence through defined operating rhythms, clear performance expectations, inspection mechanisms, and data-driven decision making.

• Establish and monitor key performance indicators across customer health, adoption, retention, team performance, and customer outcomes; translate results into actionable insights and value discussions.

• Create a culture of accountability by ensuring timely communication, proactive risk management, and disciplined follow-through across the organization.

• Develop and execute the strategic vision and roadmap for the Automotive Customer Success organization, aligning team priorities with company objectives and evolving customer needs. 

• Engage directly with executive sponsors and strategic customers to strengthen relationships, accelerate outcomes, and support critical escalations.

• Partner with senior leadership to communicate customer trends, business risks, and strategic opportunities for the sector.

• Provide strategic guidance on customer engagement, account planning, issue resolution, and executive relationship management.

• Maintain awareness of automotive industry trends, competitive dynamics, and emerging customer needs.

• Serve as an internal advocate for customers and provide feedback that helps improve products, services, and overall customer experience.

• Collaborate with Sales to develop and execute renewal and growth strategies, ensuring proactive risk mitigation and coordinated account planning across strategic accounts.

• Collaborate with cross-functional teams (e.g. Product and Engineering) on implementations, escalations, product feedback, and customer advocacy initiatives that improve customer outcomes, remove obstacles, and drive resolution of systemic issues impacting customers.

• Perform additional responsibilities as assigned.

​

The Skills That Set You Apart

• 10+ years of customer-facing experience in SaaS, enterprise software, technology platforms, or related industries.

• 5+ years of leadership experience managing Customer Success Managers, managers, or other client-facing teams.

• Proven experience leading large teams or multiple teams supporting SMB, Mid-Market, and complex Enterprise, and Strategic customers. Strong automotive industry experience and domain expertise.

• Proven ability to lead through ambiguity, drive cross-functional alignment, and influence without direct authority. 

• Experience managing B2B customer relationships including renewals, retention, expansion, and strategic growth initiatives.

• Strong analytical and problem-solving skills with the ability to interpret customer data and performance metrics.

• Strategic mindset with the ability to connect customer objectives, business outcomes, and organizational goals.

• Excellent written, verbal, presentation, and executive communication skills.

• Ability to influence and collaborate effectively across Sales, Product, Engineering, Marketing, and Operations teams.

• Experience creating or improving processes that drive operational excellence and customer success outcomes.

• Highly organized, self-driven, and capable of managing multiple priorities and projects in a fast-paced environment.

• Proficiency with Excel/Sheets, PowerPoint/Slides, and customer performance reporting tools.

• Ability to develop effective leaders, build high-performing teams, and drive employee engagement.

• Bachelor’s degree required or equivalent experience.

​

Success in this role will look like:

• Development of a highly engaged, accountable, and outcome-oriented Customer Success organization characterized by proactive communication, strong ownership, and a culture of continuous improvement. 

• Increased retention and expansion performance across the automotive portfolio.

• Improved consistency and rigor in customer engagement and account planning.

• Stronger executive relationships with strategic customers.

Our Benefits & Perks

We believe our people deserve to feel supported, valued, and rewarded both in and out of work. That’s why we offer a generous and thoughtfully designed benefits package, including:

Paid Time Off:

• Flexible PTO for salary paid employees

• Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.

• 10 company paid holidays plus 4 “Extended Company Holidays,” which are additional paid days off for the company.

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)

• 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

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.