Customer Success Specialist SMB

About Reputation

Reputation founded in Silicon Valley in 2013 is the industrys 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 businesss 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 Americas 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 Youll Shape the Experience:

• Managing client success from onboarding to training to upsell and renewal.

• Responsible for $1-3M in ARR (over 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.

• Build strong relationships and maintain frequent engagement with customer sponsors.

• Monitor and analyze account-specific data sets to address potential churn risk and upsell opportunities present 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.

• Be a positive contributor to the team in order to maximize Reputations short and long-term revenue targets.

• Additional duties as assigned.

The Skills that Set You Apart:

• 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 <$65k ARR.

• Customer Experience Customer Outcomes Customer Success.

• Develops and implements new approaches to complex issues. Customer obsessed.

• Ability to work well under pressure and find creative solutions to challenging problems.

• Adapts to ambiguity is open to new ideas takes on new responsibilities adjusts plans to meet changing needs.

• Desire to excel and grow within the organization.

• Bachelors Degree or equivalent work experience.

Where Youll Connect & Collaborate:

• Your main HQ is our Scottsdale AZ or Lehi UT office but we know great work can happen anywhere. Youll have the flexibility of a hybrid schedule joining us in person on Tuesdays and Wednesdays (subject to change) and working from home the rest of the week.

Our Benefits & Perks

We believe our people deserve to feel supported valued and rewarded both in and out of work. Thats why we offer a generous and thoughtfully designed benefits package including:

Paid Time Off:

• Flexible PTO for salary paid employees

• Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.

• 10 company paid holidays plus 4 Extended Company Holidays which are additional paid days off for the company.

Health and Welfare Benefits

• Multiple medical and dental plan options plus 100% company paid vision coverage

• 401k available through Fidelity

• Paid Parental Leave for all eligible employees as of day 1 of employment

• Employer paid short and long term disability and life insurance

• Critical Illness Accident & Hospital Indemnity insurance

• Employee Assistance Program (EAP)

• Access to a wide variety of perks and wellbeing apps:

- PerkSpot: Employee discount program

- Wellhub (Gym Pass): Access to virtual wellbeing apps coaching and gym memberships

- Carrot Fertility: Support for fertility family planning maternity parenting and hormonal health

- Omada: Virtual prevention and physical therapy program

- Ladder: Supplemental life insurance

- SoFi: Financial wellbeing platform with 1:1 advice

- Fetch: Pet insurance discount program

- Spring Health for Guardian: Virtual mental health support

- XP Health for Guardian: Virtual eyewear platform

- : Mortgage services discount program

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 ourCandidate Privacy Notice.

Applicants only - No 3rd party agency candidates.