Customer Success Specialist

Unclassified - Scottsdale, AZ

Full-time

Scottsdale, AZ

About the position

Reputation is seeking a proven Customer Success Specialist who will play a crucial role in bridging the gap between our clients and the solutions we provide. This position is essential for driving business growth by establishing clear directions, setting key performance indicators (KPIs), and interpreting results meaningfully. The Customer Success Specialist will manage client success from onboarding through training, upselling, and renewal processes, ensuring that clients derive maximum value from our offerings. This role is responsible for managing up to $1 million in Annual Recurring Revenue (ARR) across more than 50 accounts, primarily focusing on small to medium-sized businesses. In this position, you will serve as an internal advocate for clients throughout their lifecycle, empowering them to maximize product adoption while fostering growth. You will be tasked with managing client expectations regarding workflows and responsibilities, building strong relationships, and maintaining frequent engagement with customer sponsors. Monitoring and analyzing account-specific data sets will be critical to addressing potential churn risks and identifying upsell opportunities. You will present key performance metrics to build success stories and convey value propositions that ensure customer satisfaction and retention. Providing world-class customer service is paramount, and you will need to demonstrate organization, urgency, and strategic thinking. Collaboration with sales, product, data science, and peers will be essential to maximize the customer experience. The ability to self-manage and work effectively within a small team is crucial, as is being a positive contributor to Reputation's short and long-term revenue targets. Additional duties may be assigned as needed, making adaptability and a proactive approach key attributes for success in this role.

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.
• Ability to self-manage and to work with a small group of peers and clients.
• Being a positive contributor to 'the team' in order 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 is a must, along with a consultative mindset and approach.
• Aligning 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.