Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee all facets of client success, from post-onboarding and training to upselling and renewing contracts.

• Set and manage client expectations regarding workflow and responsibilities.

• Establish robust relationships and maintain regular communication with customer sponsors and stakeholders at all levels of the organization.

• Monitor and evaluate account-specific data sets.

• Create strategic action plans to tackle potential churn risks and identify upsell opportunities.

• Visualize and present key performance metrics to showcase success and convey value propositions that enhance customer satisfaction and renewal rates.

• Deliver exceptional customer service through organization, urgency, and strategic planning.

• Collaborate with sales, product, data science, and colleagues to optimize the customer experience.

• Positively contribute to the team to help achieve Reputation’s short- and long-term revenue objectives.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• 5-8 years of experience in customer success, strategic account management, or consulting.

• Background in B2B inside sales, outside sales, or business development is advantageous.

• Experience with renewals or upselling is a bonus.

• Strong problem-solving abilities and an analytical mindset.

• Highly detail-oriented, self-motivated, and passionate about delivering an exceptional customer service experience.

• Proficient in Excel and PowerPoint, with the ability to transform data into actionable insights.

• Broad vision and professional communication skills are essential for engaging with enterprise clients.

• Capability to manage multiple projects to ensure timely implementation and rollouts.

• Ability to thrive under pressure.

• Aptitude for finding innovative solutions to complex problems.

• Ambition to excel and progress within the organization.

• Bachelor’s Degree required.

• Applications from individuals only; no candidates represented by third-party agencies.

🏝️ Benefits

• Flexible PTO for salaried employees.

• PTO accrual based on tenure for hourly employees.

• 5 sick days annually, available from day 1, for hourly employees.

• 10 company-paid holidays plus 4 Extended Company Holidays.

• A variety of medical and dental plan options.

• 100% company-paid vision coverage.

• 401k plans available through Fidelity.

• Paid Parental Leave for all eligible employees starting from day 1 of employment.

• Employer-covered 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) 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 offering 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.