Customer Success Manager

• Managing client success from onboarding to training, to upsell and renewal.
• Responsible for $1-3M in ARR (over 50 accounts, Small to Medium Businesses).
• Serving as an internal advocate throughout the customer lifecycle, empowering customers to maximize value through product adoption while fostering growth.
• Managing client expectations for workflow and responsibilities.
• Build strong relationships and maintain frequent engagement with customer sponsors.
• Monitor and analyze account-specific data sets to address potential churn risk and upsell opportunities, present key performance metrics to build the success story, and convey value propositions that ensure customer satisfaction and retention.
• 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.

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