Senior Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 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 all aspects of client success from post-onboarding and training through upsell and renewal • Manage client expectations for workflow and responsibilities • Build strong relationships and maintain frequent engagement with customer sponsors and stakeholders at all organizational levels • Monitor and analyze account-specific data sets • Develop strategic action plans addressing potential churn risk and upsell opportunities • Visualize and present key performance metrics to demonstrate success and communicate value propositions supporting customer satisfaction and renewal • Provide world-class customer service through organization, urgency, and strategy • Collaborate with sales, product, data science, and peers to maximize the customer experience • Contribute positively to the team to maximize Reputation’s short- and long-term revenue targets • Perform additional duties as assigned

🎯 Requirements

• 5-8 years of experience in customer success, strategic account management, or consulting • Experience with B2B inside sales, outside sales, or business development is a plus • Experience with renewals or upsells is a plus • Complex problem-solving skills and an analytical mind • 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 • Big-picture vision and professional communication skills required for enterprise clientele • Ability to manage multiple projects to ensure implementation and rollouts are completed on schedule • Ability to work well under pressure • Ability to find creative solutions to challenging problems • Desire to excel and grow within the organization • Bachelor’s Degree required • Applicants only; no 3rd-party agency candidates

🏖️ Benefits

• Flexible PTO for salary paid employees • PTO accrual based on tenure for hourly employees • 5 sick days annually, available day 1, for hourly employees • 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