Senior Customer Success Manager

Location: California

We have a responsibility to create a workplace and culture that is both accessible to all and embraces diversity, equity, inclusion, belonging, and social responsibility.

Respect

We treat others with respect and expect to be treated with respect at all times. Demonstrating respect isn’t a suggestion; it’s a requirement.

Execution & Drive

We’re action-oriented. We invest our energy into moving forward, but we don’t let perfection get in the way of success. Our bias is to get things done.

We can only stay on top if we’re constantly thinking ahead of the competition.

Benefits of Being a Reprisian Unlimited paid time off Flexible parental leave
100% remote - anywhere in the USFree online mental health therapy

Inclusive and supportive working environment

Early stage equity

Equitable & objectively-determined compensation

Current Openings Senior Customer Success Manager Location

United States

Employment Type

Full time

Location Type

Remote

Department

Customer Success

Mission:

Own a book of delighted customers who gain increasing value from Reprise—using product expertise and trusted relationships to lead customers from onboarding to renewal and expansion.

What You'll Do:

Accelerate Customer Success from Day One

Design and execute onboarding strategies that drive full product adoption and help customers achieve their launch goals

Deliver hands‑on training and enablement to ensure customers use the Reprise platform independently and confidently

Create clear success milestones and proactively guide customers through their journey from implementation to value realization

Own Customer Relationships & Outcomes

Serve as the primary trusted advisor for your portfolio of enterprise customers, building deep relationships with stakeholders across all organizational levels

Conduct strategic business reviews with executives that demonstrate ROI, align on objectives, and strengthen partnership

Understand each customer’s business goals and translate Reprise capabilities into tangible business value

Drive Retention & Growth

Maintain a customer retention rate and net expansion through deeply understood and proactively managed relationships

Identify and qualify expansion opportunities, collaborating with Sales to close upsell and cross‑sell deals

Accurately forecast renewal outcomes through continuous engagement and early risk identification

Navigate Complexity & Mitigate Risk

Proactively identify signals of customer concern through usage data, health scores, and relationship insights

Develop and execute mitigation strategies before issues escalate, coordinating across internal teams as needed

Guide customer teams through process change and drive adoption of new features and workflows

Amplify the Customer Voice

Surface actionable customer insights to Product, Sales, and Enablement teams—delivering insights that drive measurable improvements

Represent Reprise with credibility and professionalism in every customer interaction

Partner cross‑functionally to ensure customer feedback shapes product development and company strategy

What You Bring:

Experience & Track Record

5‑8 years of customer success or account management experience in Enterprise B2B SaaS. GTM experience is a plus.

Proven success managing enterprise accounts through complete lifecycle—from onboarding through expansion and renewal

Demonstrated ability to maintain high retention rates and drive net revenue expansion

Technical & Consultative Skills

Strong technical aptitude with the ability to quickly learn software and teach configuration to customers

Experience with demo tools, sales enablement platforms, or similar technical products are all a plus

Consultative approach backed by business acumen—you connect technical capabilities to business outcomes

Communication & Executive Presence

Exceptional written and verbal communication skills with an emphasis on clarity, empathy, and solution‑orientation

Comfortable presenting to C‑level executives and senior decision‑makers, both internally and at customer organizations

Skilled at navigating complex organizational structures and building trust across multiple stakeholder groups

Strategic & Analytical Mindset

Strong project management capabilities—you lead…