Customer Success Manager

• Strong understanding of Customer Success methodologies and frameworks (i.e., Customer Journey Mapping, Success Plans, etc.).
• Ability to create and execute account strategies that align customer goals with Reputation's product offerings.
• Managing all aspects of client success from initial onboarding, training, upsell, and ultimately renewal.
• Building strong relationships and maintaining frequent engagement with customer sponsors and stakeholders at all levels of the organization.
• Proven track record of achieving or exceeding quarterly performance metrics.
• Ability to develop tailored plans for increasing product adoption within customer organizations, particularly when customers aren’t fully utilizing the product’s features.
• Strong presentation skills in conducting Executive Business Reviews (EBRs) that showcase Reputation's value and outline future opportunities.
• Monitoring and analyzing account-specific data sets to: Alert yourself and develop strategic action plans to address churn risks and upsell opportunities.
• Visualize and present key performance metrics to build success stories and convey value propositions ensuring customer satisfaction and renewal.
• Managing client expectations for workflow and responsibilities.
• Providing world-class customer service through organization, urgency, and strategy.
• Collaborating effectively with sales, product, data science, and peers to maximize the customer experience.
• Being a positive contributor to maximize Reputation’s short- and long-term revenue targets.
• Additional duties as assigned.

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