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 enterp