Manager, Customer Success SMB

Job description

About Reputation

Reputation continues to earn recognition as a trusted leader in both innovation and partnership.

Most recently, the company was named an Inc.

Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive.

Reputation was also officially Certified™ as a Great Place to Work, reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.

Why work at Reputation?

• Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.

• We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022. 

• Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata.

• The platform is used by major automotive OEMs and thousands of their new vehicle dealerships.
  
  Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations.

• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

• Who thrives at Reputation?
  
  Managers who embody a player-coach mentality.
  
  Employees who value teamwork and cross-functional collaboration.
  
  People who emphasize perseverance and hustle over quick wins and luck.

• Our Mission: Help businesses always know what their customers are saying about them and always act on that feedback

Job Summary:

Do you have a passion for customer success and driving real value for some of the world’s biggest brands?

Do you like working with high quality professionals in the areas of operations, product, engineering, design and marketing?  Do you possess the sense of urgency and drive to serve clients in a rapidly growing enterprise software space?

Reputation is looking for a proven Customer Success Manager with these skills.  Your responsibilities would be to manage a portfolio of clients, from implementation and onboarding, through day-to-day maintenance, upsell and renewal, for the industry leader in the online reputation management space.

The Manager, Customer Success is a vital link between the brands we work with and the solutions we provide.

They are expected to analyze our client’s business objectives and the industry standards or trends to recommend actions that best achieve said business objectives.

This role will help drive business growth by clearly setting direction, KPI establishment and making meaningful sense of the results.

Responsibilities:

• Mentor and coach a team of customer success managers, providing guidance on best practices, customer engagement strategies, and problem-solving techniques.
  
  Foster a culture of excellence, collaboration, and continuous learning within the customer success organization.

• Managing all aspects of client success from initial onboarding, training, upsell and ultimately renewal.

• Interfacing with customers and advising on best strategies for a successful online reputation management program.

• Working closely with engineering and product on customer product implementation and feature requests.

• Providing world-class customer service, through organization, urgency and strategy.

• Collaborating effectively with sales, product and peers to maximize the customer experience.

• Be a positive contributor to “the team” in order to maximize Reputation’s short and long term revenue targets.

• Additional duties as assigned.

• Serving as an internal advocate and strategic advisor throughout the customer lifecycle, empowering customers to maximize value through product adoption while fostering company growth.

• Managing client expectations for workflow and responsibilities.

• Build strong relationships and maintain frequent engagement with customer sponsors & stakeholders at all levels of the organization.

• Monitor and analyze account specific data sets to: 1- Alert yourself and develop strategic action plans to attack potential churn risk and upsell opportunity.
  
  2 - Visualize and present key performance metrics to build the success story and convey the value propositions that ensure customer satisfaction and renewal.

Qualifications:

• 5 years of customer facing experience, SaaS preferred.

• Experience in a people leadership position, preferably leading a team of Customer Success Managers.

• Knowledge of social media platforms and review sites.

• Experience with B2B inside sales/outside sales/business development is a plus.

• Experience with renewals or upsells.

• Highly organized, self-driven and eager to provide a superior customer service experience.

• Excellent written, verbal and presentation skills.

• 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 preferred or equivalent experience.

When you join Reputation, you can expect:

• Flexible working arrangements.

• Career growth with paid training tuition opportunities.
  
   

• Active Employee Resource Groups (ERGs) to engage with. 

• An equitable work environment. 

• We are an equal opportunity employer and value diversity at our company.
  
  We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. 

• At Reputation, we’re committed to building a workforce that reflects a broad range of backgrounds, experiences, and perspectives.
  
  We believe that diversity strengthens our team, drives innovation, and helps us better serve our customers and communities.
  
  Through inclusive hiring practices and ongoing initiatives, we strive to create a workplace where everyone feels valued and empowered to contribute.

Additionally, we offer a variety of benefits and perks, such as:

• Flexible PTO for salary paid employees 

• Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1

• 10 paid company holidays

• 4 company paid , “Recharge Days,” which are wellness days off for the entire company

• Health, dental and vision insurance

• 401k

• Paid Parental Leave for all eligible employees as of day 1 of employment  

• Employer paid short and long term disability and life insurance

• Employee Assistance Program (EAP)

• Access to a wide variety of unique perks and apps:

  • PerkSpot - Employee Discount Program

  • Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options

  • Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support

  • Omada - Virtual prevention and physical therapy program

  • Ladder -Life insurance to supplement outside of employer offering

  • SoFi - Financial wellbeing platform and 1:1 advice

  • Fetch - Pet insurance discount program 

  • Spring Health for Guardian - Virtual mental health support 

  • XP Health for Guardian (virtual eye-wear platform)

We are an equal opportunity employer and value diversity at our company.

We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit our .

Applicants only - No 3rd party agency candidates.

Required Skill Profession

Advertising, Marketing, Promotions, Public Relations, And Sales Managers