Customer Success Specialist

About the position

Reputation is looking for a proven Customer Success Specialist with a passion for customer experience and driving value for major brands. This role is essential in managing client success from onboarding to training, upsell, and renewal, serving as an internal advocate throughout the customer lifecycle. The Customer Success Specialist will help drive business growth by establishing direction and KPIs, while also monitoring account-specific data to address potential churn risks and upsell opportunities. The position requires collaboration with various teams to maximize customer experience and satisfaction.

Responsibilities

• Managing client success from onboarding to training, to upsell and renewal.
• Responsible for up to $1M in ARR (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.
• Building strong relationships and maintaining frequent engagement with customer sponsors.
• Monitoring and analyzing account-specific data sets to address potential churn risk and upsell opportunities.
• Presenting 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.
• Self-managing and working with a small group of peers and clients.
• Being a positive contributor to maximize Reputation’s short and long-term revenue targets.
• Additional duties as assigned.

Requirements

• 1-2 years experience in Sales, Customer Support, Account Management or Reputation/competitor experience.
• Experience with B2B inside sales/outside sales/business development, renewals, and upsells is a plus.
• Complex problem-solving skills and an analytical mindset.
• Consultative mindset and approach.
• Ability to align on customer business objectives and product/service offering.
• 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.
• Accountable for assisting or managing a number of small to medium size customers with lower ARR <$50k ARR.
• Customer Experience + Customer Outcomes = Customer Success.
• Ability to work well under pressure and find creative solutions to challenging problems.
• Desire to excel and grow within the organization.
• Bachelor’s Degree required.

Benefits

• Flexible working arrangements.
• Career growth with paid training tuition opportunities.
• Active Employee Resource Groups (ERGs) to engage with.
• An equitable work environment.
• Flexible PTO.
• Paid company holidays.
• 4 company provided, 'Recharge Days,' which are wellness days off for the entire company.
• Employee Assistance Program.
• Access to a wide variety of unique perks and apps.
• 401k.
• Health, dental and vision insurance.
• Paid maternity leave.
• Employer paid short and long term disability and life insurance.