Director, Customer Success - Automotive

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

Reputation is seeking a strategic and customer-focused Director of Customer Success, Automotive to lead and develop a high-performing customer success organization responsible for driving value, retention, and growth across a portfolio of automotive customers. This role serves as a vital link between automotive clients and the solutions we provide, ensuring customers successfully adopt the platform and achieve their business objectives.

The Director will combine people leadership, operational oversight, strategic account engagement, and cross-functional collaboration to support strong customer outcomes and business performance. This leader will help drive business growth by setting clear direction and expectations, establishing KPIs, and translating customer and business data into measurable outcomes. The role partners closely with Sales, Product, Engineering, Marketing, and other cross-functional teams to deliver an exceptional customer experience while contributing to revenue retention, expansion, and long-term customer success.

This leader will play a critical role in evolving the Customer Success organization by strengthening operating rhythms, driving cross-functional accountability, elevating executive engagement, and building a culture focused on customer outcomes, business impact, and continuous improvement. 

How You’ll Shape the Experience

• Lead, coach, and develop a team of Customer Success Managers and supporting customer success roles across automotive accounts.

• Encourage innovation, problem solving, and continuous improvement within the customer success organization.

• Develop effective leaders and foster a culture of accountability, collaboration, engagement, and excellence.

• Own the overall performance of the Automotive Customer Success function, ensuring achievement of retention, expansion, adoption, customer satisfaction, and operational excellence goals. 

• Establish rigorous account planning and customer success motions across the portfolio, ensuring teams clearly articulate customer goals, business outcomes, account/retention risks, and growth opportunities. 

• Develop and execute action plans that reduce churn risk, increase product adoption, and improve customer outcomes.

• Create and improve operational processes that enhance efficiency, scalability, and customer experience.

• Drive operational excellence through defined operating rhythms, clear performance expectations, inspection mechanisms, and data-driven decision making.

• Establish and monitor key performance indicators across customer health, adoption, retention, team performance, and customer outcomes; translate results into actionable insights and value discussions.

• Create a culture of accountability by ensuring timely communication, proactive risk management, and disciplined follow-through across the organization.

• Develop and execute the strategic vision and roadmap for the Automotive Customer Success organization, aligning team priorities with company objectives and evolving customer needs. 

• Engage directly with executive sponsors and strategic customers to strengthen relationships, accelerate outcomes, and support critical escalations.

• Partner with senior leadership to communicate customer trends, business risks, and strategic opportunities for the sector.

• Provide strategic guidance on customer engagement, account planning, issue resolution, and executive relationship management.

• Maintain awareness of automotive industr