Customer Success Specialist, SMB

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 Apart

• 1–2 years of experience in Customer Success, Sales, Customer Support, Account Management, or relevant Reputation/competitor experience.
• Experience with B2B inside/outside sales, business development, renewals, retention, and upsells is a plus.
• Strong complex problem-solving skills, analytical thinking, and a consultative mindset and approach.
• Ability to align customer business objectives with relevant products, services, and solutions.
• Highly detail-oriented, self-driven, organized, and eager to provide a superior customer experience.
• Solid Excel and PowerPoint capabilities, with the ability to turn data into meaningful insights and action.
• Demonstrated ability to manage and prioritize a high-volume portfolio of Small to Medium Business customers, generally with individual ARR below $65K.
• Comfortable leveraging AI, automation, and evolving technologies to improve productivity, prioritize work, and support customer outcomes.
• Thrives in a fast-paced, evolving work environment and is adaptable to changing priorities, processes, tools, and customer needs.
• Comfortable with ambiguity and able to quickly learn new technologies, adjust workflows, and take on new responsibilities as business needs evolve.
• Customer Experience + Customer Outcomes = Customer Success.
• Develops and implements new approaches to complex issues with a customer-obsessed mindset.
• Ability to work well under pressure, effectively prioritize competing demands, and find creative solutions to challenging problems.
• Desire to excel, develop professionally, and grow within the organization.
• Typically requires a Bachelor’s Degree or equivalent experience.

Our Benefits & Perks

We believe our people deserve to feel supported, valued, and rewarded both in and out of work. That’s 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

- Rate.com: 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 our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.