Note: The job is a remote job and is open to candidates in USA. Reputation provides an AI-powered platform that helps companies measure, manage, and scale their real-time reputation performance across customer feedback channels. The Customer Success Manager manages client success across onboarding, training, adoption, upsell, and renewal while analyzing business objectives and performance data to establish KPIs, reduce churn, and drive customer value and company growth.
Responsibilities
- 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
Skills
- 3-5 years of experience in a Customer Success, strategic account management, consulting, or Reputation/competitor experience
- 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
- 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
- Experience with B2B inside sales/outside sales/business development, renewals, and upsells is a plus
Benefits
- Flexible PTO for salary paid employees
- Hourly employees accrue PTO based on tenure and 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.
- 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)
- 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
Company Overview
Company H1B Sponsorship