• Job Description

  Req#: JR101121

  Why Work at Reputation?

  • Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.

  • We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022.

  • Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com.

  • Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.

  • The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.

  • 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: We exist to forge relationships between companies and communities.

  Do you have a passion for customer success and driving customer experience improvements for some of the UK’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 Senior Customer Success Manager with these skills.

  The Senior Customer Success Manager is a vital link between the various brands we work with and the solutions we provide. A Senior CSM is expected to analyse our clients’ business objectives, the trends impacting their sector, and make recommendations to help our clients achieve their goals. This role will help drive business growth by clearly setting direction, establishing KPIs, and making meaningful sense of the results.

  Responsibilities:

  • Manage all aspects of client success across the life-cycle - taking responsibility out of implementation through to renewal and expansion
  • Develop and maintain strong and productive relationships with account stakeholders and decision makers
  • Track and assess the health of individual accounts and your broader book of business
  • Keep up to date records on customer health utilising our CS platform (Catalyst)
  • Develop Success Plans to identify customer goals, challenges, risk and potential opportunities for further expansion
  • Provide a consultative approach to customer success management, understanding what value means to each client and demonstrate delivery against this criteria
  • Maintain accurate renewal and expansion forecasting
  • Collaborate effectively with sales, technical support, product, data science, and peers to maximise the customer experience
  • Create advocates of our customers

  Skills / Requirements:

  • Extensive experience of working in Customer Success and knowledge of the drivers in recurring revenue business models
  • Native English speaker
  • Experience of commercial negotiation and running renewal processes to successful conclusions
  • Complex problem-solving skills and an analytical mind is a must
  • Experience of working with Customer Success Platforms and using technology as an enabler within CS Teams
  • Strong empathy for customers as well as a passion for revenue and growth
  • Ability to work well under pressure
  • Ability to find creative solutions to challenging problems
  • Organised and process driven around customer governance
  • Experience of managing / operating in multiple geographies
  • Solid Excel and PowerPoint capabilities with the skills to turn data into insights and action
  • Confident and polished presenting skills
  • The ‘big picture’ vision and professional communication skills required for enterprise clientele

  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.

  Our employees say it best:

  According to Glassdoor, 94% of our employees approve of our CEO, Joe Burton .

  Our employees highlight our:

  • Ample Opportunities- “There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.”

  • Positive Culture- "Great opportunity and exceptional culture." “You will never have a better culture anywhere else. Period.”

  • Training and Tools- “All managers truly want you to succeed, and you are given great tools and training to be successful in your role.”

  • Balance- “Great work life balance and awesome team environment!”

  Diversity Programs & Initiatives:

  Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.

  At Reputation, we believe in:

  • Diversity: Embracing a culture that values uniqueness.

  • Inclusion: Inviting diverse groups to take part in company life.

  • Belonging: Helping each individual feel accepted for who they are.

  "At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day." - Joe Burton, CEO, Reputation

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

  • Flexible PTO

  • Paid company holidays

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

  • Several active Employee Resource Groups (ERG’s) to help foster inclusion and community

  • Employee Assistance Program

  • Access to a wide variety of unique perks and apps: Ginger, Calm, Headspace, Carrot Fertility, Aaptiv, Omada, One Medical, SoFi

  • Fetch Pet Insurance

  • 401K

  • Health, dental and vision insurance

  • Paid maternity leave

  • Employer paid short term and long term disability and life insurance

  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 Candidate Privacy Notice.

  Applicants only - No 3rd party agency candidates.

• About the company

  Reputation.com is a business-to-business online reputation management and customer experience management company headquartered in Redwood City, California.

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