Sr. Customer Success Manager, Healthcare

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the global leader in reputation experience management. With its SaaS platform, Reputation technology has managed tens of millions of consumer reviews and consumer interactions across hundreds of thousands of online points of presence for global companies spanning nearly every industry vertical.

Reputation was ranked for the second year in a row in G2's Top 100 Best Software list for 2022 as a part of its annual Best Software Awards. Recently, Reputation was named to the Forrester Wave For Customer Feedback management platforms and was recognized by Forrester as one of the most significant social suite vendors. Additionally, Gartner named Reputation to the 2021 Gartner Magic Quadrant for Voice of the Customer.

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 :

• Strong understanding of Customer Success methodologies and frameworks (i.e., Customer Journey Mapping, Success Plans, etc.).
• Ability to create and execute account strategies that align customer goals with Reputation's product offerings.
• Managing all aspects of client success from initial onboarding, training, upsell, and ultimately renewal.
• Building strong relationships and maintaining frequent engagement with customer sponsors and stakeholders at all levels of the organization.
• Proven track record of achieving or exceeding quarterly performance metrics.
• Ability to develop tailored plans for increasing product adoption within customer organizations, particularly when customers aren't fully utilizing the product's features.
• Strong presentation skills in conducting Executive Business Reviews (EBRs) that showcase Reputation's value and outline future opportunities.
• Monitoring and analyzing account-specific data sets to :
• Alert yourself and develop strategic action plans to address churn risks and upsell opportunities.
• Visualize and present key performance metrics to build success stories and convey value propositions ensuring customer satisfaction and renewal.
• Managing client expectations for workflow and responsibilities.
• Providing world-class customer service through organization, urgency, and strategy.
• Collaborating effectively with sales, product, data science, and peers to maximize the customer experience.
• Being a positive contributor to maximize Reputation's short- and long-term revenue targets.
• Additional duties as assigned.

Qualifications :

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 environment.

Our employees say it best :

Our employees highlight our :

Ample Opportunities - "There are many opportunities to learn and grow. Many open roles are replaced with internal promotions."

Positive Culture - "Great opportunity and exceptional culture." "You will never have a better culture anywhere else. Period."

Training and Tools - "All managers truly want you to succeed, and you are given great tools and training to be successful in your role."

Balance - "Great work life balance and awesome team environment!"

Diversity Programs & Initiatives :

Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.

At Reputation, we believe in :

Diversity : Reputation facilitates a culture where people bring their diverse backgrounds, life experiences and identifications together to achieve our company objectives and contribute their unique perspectives for the betterment of our company, our customers and our people.

Equity : Reputation believes in treating every employee fairly. We are committed to ensuring that all employees have fair and equal access and opportunity for advancement.

Inclusion : Reputation believes in creating an environment where employees feel comfortable bringing their whole self to work. We believe feedback fuels progress and we ensure that all voices are able to contribute, provide feedback, and make a difference.

Belonging : Our culture is one that values collaboration, teamwork, and engagement to ensure that all of our employees across the world know that as part of the Reputation Nation, they are part of something bigger than themselves. We recognize that a culture of belonging cannot exist without a strong foundation of diversity, equity, and inclusion in place.

At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day." - Joe Burton, CEO, Reputation

Additionally, we offer a variety of benefits and perks, such as :

Flexible PTO

Paid company holidays

4 company provided, "Recharge Days," which are wellness days off for the entire company

Several active Employee Resource Groups (ERGs) to help foster inclusion and community

Employee Assistance Program

Access to a wide variety of unique perks and apps :

PerkSpot

Wellhub (Gym Pass)

Carrot Fertility

Omada

Ladder

SoFi

Fetch Pet Insurance

Calm for Kaiser

Spring Health for Guardian

XP Health for Guardian (virtual eye-wear platform)

401k

Health, dental and vision insurance

Paid maternity leave

Employer paid short and long term disability and life insurance

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.

Salary : $100