Sr. Customer Success Manager, Healthcare

Why Work at Reputation?

• Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.

• We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022. 

• Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com.

• Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.

• The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.

• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

• Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

• Our Mission: We exist to forge relationships between companies and communities.

Do you have a passion for customer success and driving real value for some of the world’s biggest healthcare 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 Senior Customer Success Manager with these skills.

The Senior Customer Success Manager, Healthcare is a vital link between the Healthcare and Life Sciences brands we work with and the solutions we provide. They are expected to analyze our clients’ business objectives and the healthcare industry standards and trends to recommend actions to achieve client goals. This role will help drive business growth by clearly setting direction, KPI establishment, and making meaningful sense of the results.

Responsibilities:

• Managing all aspects of client success from initial onboarding, training, upsell, and ultimately renewal.

• Managing client expectations for workflow and responsibilities.

• Build strong relationships and maintain frequent engagement with customer sponsors and stakeholders at all levels of the organization.

• Monitor and analyze account specific data sets to: 1- Alert yourself and develop strategic action plans to attack potential churn risk and upsell opportunity. 2 - Visualize and present key performance metrics to build the success story and convey the value propositions that ensure customer satisfaction and renewal.

• Providing world-class customer service, through organization, urgency, and strategy.

• Collaborating effectively with sales, product, data science, and peers to maximize the customer experience.

• Be a positive contributor in order to maximize Reputation’s short and long-term revenue targets.

• Additional duties as assigned.

Qualifications:

• 5+ years of experience in customer success, SaaS, strategic account management, and/or the healthcare industry.

• Experience with B2B inside sales/outside sales/business development is a plus.

• Experience with renewals or upsells is a plus.

• Complex problem-solving skills and an analytical mind is a must.

• 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.

• The “big picture” vision and professional communication skills required for enterprise clientele.

• Customer Experience + Customer Outcomes = Customer Success.

• Ability to manage multiple projects to assure implementation and roll outs are done on schedule.

• Ability to work well under pressure.

• Ability to find creative solutions to challenging problems.

• Desire to excel and grow within the organization.

• Bachelor’s Degree required.

When you join Reputation, you can expect:

• Flexible working arrangements.

• Career growth with paid training tuition opportunities.  

• Active Employee Resource Groups (ERGs) to engage with. 

• An equitable work environmen