Sr. Customer Success Manager, Healthcare

Reputation.com; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Reputation.com is seeking a Senior Customer Success Manager focused on the healthcare sector. This role manages significant enterprise accounts, requiring strategic insight and the ability to analyze and fulfill client goals using Reputation's solutions. Ideal candidates will have a proven background in customer success and account management.

Benefits

Flexible working arrangements

Career growth with paid training

Flexible PTO for salaried employees

Health, dental, and vision insurance

401k

Employee Assistance Program (EAP)

Paid Parental Leave

Qualifications

• 5+ years of experience in Customer Success or SaaS.
• Strong analytical and problem-solving skills.
• Ability to create tailored plans for product adoption.

Responsibilities

• Manage a portfolio of enterprise customers requiring strategic engagement.
• Serve as a trusted partner to C-level customer stakeholders.
• Develop action plans to address churn risks and upsell opportunities.

Skills

Customer Success

Strategic Account Management

Complex Problem-Solving

Data to Insights

Communication

Education

Bachelor’s Degree

Job description

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 only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business’ eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations. Visit reputation.com to learn more.

Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner , a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified as a Great Place to Work , reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.

Why work at Reputation?

• Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.

• We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022.

• Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata.

• The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations.

• 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: Help businesses always know what their customers are saying about them and always act on that feedback

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 :

• Manage a portfolio of complex enterprise customers, representing high-ARR value that requires a high-touch, strategic engagement approach.

• Serve as the primary strategic advisor and trusted partner to C-level and VP-level customer stakeholders.

• Strong understanding of Customer Success methodologies and frameworks (i.e., Customer Journey Mapping, Success Plans, etc.).

• Lead account strategy and multi-thread relationships with executives, product, marketing, and operational stakeholders.

• Ability to create and execute account strategies that align customer goals with Reputation's product offerings.

• 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.

• Alert yourself and develop strategic and pro-active 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.

• 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 :

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

• Experience driving product adoption, renewals, upsells and mitigating churn risk.

• Complex problem-solving skills and an analytical mind is a must, along with a consultative mindset and approach.

• Serving as a trusted advisor to ensure customer’s overall performance. Aligning on customer business objectives and product/service offering.

• Highly detail oriented, self-driven and eager to provide a superior customer service experience.

• Ability to turn data into insights and action plans.

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

• Customer Experience + Customer Outcomes = Customer Success.

• 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.

• Leading strategy for accounts during the entire customer life cycle.

• 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 environment.

• 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.

• At Reputation, we’re committed to building a workforce that reflects a broad range of backgrounds, experiences, and perspectives. We believe that diversity strengthens our team, drives innovation, and helps us better serve our customers and communities. Through inclusive hiring practices and ongoing initiatives, we strive to create a workplace where everyone feels valued and empowered to contribute.

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

• Flexible PTO for salary paid employees

• Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1

• 10 paid company holidays

• 4 company paid , “Recharge Days,” which are wellness days off for the entire company

• Health, dental and vision insurance

• 401k

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

• Employer paid short and long term disability and life insurance

• Employee Assistance Program (EAP)

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

  • PerkSpot - Employee Discount Program

  • Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options

  • Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support

  • Omada - Virtual prevention and physical therapy program

  • Ladder -Life insurance to supplement outside of employer offering

  • SoFi - Financial wellbeing platform and 1:1 advice

  • Fetch - Pet insurance discount program

  • Spring Health for Guardian - Virtual mental health support

  • XP Health for Guardian (virtual eye-wear platform)

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.