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 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:

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 Customer Success Manager is a vital link between the brands we work with and the solutions we provide. They are expected to analyze our client’s business objectives and the industry standards or trends to recommend actions that best achieve said business objectives. This role will help drive business growth by clearly setting direction, KPI establishment and making meaningful sense of the results.

How You’ll Shape the Experience:

• Managing all aspects of client success from initial onboarding, training, upsell and ultimately renewal.

• Responsible for $2M+ ARR (20+ accounts, MidMarket to Enterprise). 

• Serving as an internal advocate and strategic advisor throughout the customer lifecycle, empowering customers to maximize value through product adoption while fostering company growth

• Managing client expectations for workflow and responsibilities.

• Build strong relationships and maintain frequent engagement with customer sponsors & stakeholders at all levels of the organization.

• Monitor and analyze account specific data sets to: 1- Alert yourself and develop strategic action plans to attack potential churn risk and upsell opportunity. 2 - Visualize and present key performance metrics to build the success story and convey the value propositions that ensure customer satisfaction and renewal.

• Providing world-class customer service, through organization, urgency and strategy.

• Collaborating effectively with sales, product, data science and peers to maximize the customer experience.

• Ability to self-manage and to work with a small group of peers and clients.

• Be a positive contributor to “the team” in order to maximize Reputation’s short and long-term revenue targets.

• Additional duties as assigned.

The Skills That Set You Apart:

•  3-5 years of experience in a Customer Success, strategic account management, consulting, or Reputation/competitor experience

• Experience with B2B inside sales/outside sales/business development, renewals, and upsells is a plus.

• Complex problem-solving skills and an analytical mind is a must, along with a consultative mindset and approach. 

• Serving as a trusted advisor to ensure customer’s overall performance. Aligning on customer business objectives and product/service offering. 

• 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.

• The “big picture” vision and professional communication skills required for enterprise clientele.

• Customer Experience + Customer Outcomes = Customer Success.

• Ability to manage multiple projects to assure implementation and roll outs are done on schedule.

• Ability to work well under pressure, and find creative solutions to challenging problems.

• Adapts to ambiguity, is open to new ideas, takes on new responsibilities, adjusts plans to meet changing needs. 

• Leading strategy for accounts during the entire customer life cycle. 

• Desire to excel and grow within the organization.

• Bachelor’s Degree required. 

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.