Customer Success Specialist, SMB

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🏆 Customer Success

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Reputation

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business’ eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation's AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations.

📋 Description

• Manage client success throughout the customer lifecycle, from onboarding and training through adoption, growth, upsell, and renewal • Manage an average portfolio of approximately 160 Small to Medium Business accounts representing $3M+ in ARR, with individual customer ARR generally below $65K • Serve as an internal advocate and empower customers to maximize value through product adoption while fostering growth and retention • Manage client expectations around workflows, responsibilities, deliverables, and engagement • Build relationships and maintain strategic engagement with customer sponsors and key stakeholders • Monitor and analyze account-specific data to identify churn risks, adoption gaps, and upsell opportunities • Present performance metrics and insights demonstrating value and supporting customer satisfaction and retention • Leverage AI, automation, and Customer Success technology to manage a high-volume portfolio, streamline workflows, identify needs and risks, and scale proactive engagement • Balance personalized customer engagement with digital and automated touchpoints • Improve processes, increase efficiency, and enhance customer outcomes through technology and automation • Provide world-class customer service through organization, urgency, prioritization, and strategy • Collaborate with Sales, Product, Support, Data Science, and peers • Self-manage and prioritize a high-volume book of business • Contribute to Reputation’s retention, growth, and revenue goals • Perform additional duties as assigned

🎯 Requirements

• 1–2 years of experience in Customer Success, Sales, Customer Support, Account Management, or relevant Reputation/competitor experience • Experience with B2B inside/outside sales, business development, renewals, retention, and upsells is a plus • Strong complex problem-solving skills, analytical thinking, and a consultative mindset and approach • Ability to align customer business objectives with relevant products, services, and solutions • Highly detail-oriented, self-driven, organized, and eager to provide a superior customer experience • Solid Excel and PowerPoint capabilities, with the ability to turn data into meaningful insights and action • Demonstrated ability to manage and prioritize a high-volume portfolio of Small to Medium Business customers, generally with individual ARR below $65K • Comfortable leveraging AI, automation, and evolving technologies to improve productivity, prioritize work, and support customer outcomes • Adaptability to changing priorities, processes, tools, and customer needs • Comfortable with ambiguity and able to quickly learn new technologies, adjust workflows, and take on new responsibilities • Ability to work well under pressure, prioritize competing demands, and find creative solutions • Typically requires a Bachelor’s Degree or equivalent experience • Applicants only; no 3rd party agency candidates

🏖️ Benefits

• Flexible PTO for salary paid employees • Hourly employees accrue PTO based on tenure and receive 5 sick days annually; sick days available day 1 • 10 company paid holidays plus 4 Extended Company Holidays • Multiple medical and dental plan options • 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) 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