Customer Success Specialist, SMB

Location: Northern

## Customer Success Specialist, SMBApply:
Remote (US):
Full time:
Posted Today:
JR101739
** About Reputation
** Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta.

Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.
** Your Role At Reputation
** Do you have a passion for the customer experience, customer success and driving value for some of the 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 Specialist with these skills.  

The Customer Success Specialist is a vital link between the brands we work with and the solutions we provide. This role will help drive business growth by clearly setting direction, KPI establishment and making meaningful sense of the results.  
** How You'll Shape The Experience
*** Manage client success throughout the customer lifecycle, from onboarding and training through adoption, growth, upsell, and renewal.
* Responsible for managing an average portfolio of approximately 160 Small to Medium Business accounts representing $3M+ in ARR, with individual customer ARR generally below $65K.
* Serve as an internal advocate throughout the customer lifecycle, empowering customers to maximize value through product adoption while fostering growth and retention.
* Manage client expectations around workflows, responsibilities, deliverables, and engagement.
* Build strong relationships and maintain strategic engagement with customer sponsors and key stakeholders.
* Monitor and analyze account-specific data to identify potential churn risks, adoption gaps, and upsell opportunities; present key performance metrics and insights that demonstrate value and support customer satisfaction and retention.
* Leverage AI, automation, and Customer Success technology to effectively manage a high-volume portfolio, streamline workflows, identify customer needs and risks, and scale proactive engagement.
* Balance personalized customer engagement with digital and automated touchpoints based on customer needs, segmentation, and business priorities.
* Continuously identify opportunities to improve processes, increase efficiency, and enhance customer outcomes through technology and automation.
* Provide world-class customer service through strong organization, urgency, prioritization, and strategy.
* Collaborate effectively with Sales, Product, Support, Data Science, and peers to maximize the customer experience.
* Effectively self-manage and prioritize a high-volume book of business while collaborating with a team of peers and cross-functional partners.
* Be a positive contributor to the team in support of Reputation’s short- and long-term retention, growth, and revenue goals.
* Additional duties as assigned.  
** The Skills That Set You…