Senior Customer Success Manager

Summary

Join Reprise as a Senior CSM and advance the adoption of our platform across client teams. You will create onboarding plans, encourage collaboration, and provide proactive assessments. Streamline the execution of demo best practices, serve as the primary point of contact for customers, and support them throughout their lifecycle. Coordinate customer resources, own the Reprise value proposition, proactively identify and resolve concerns, and develop trusted relationships. Identify expansion opportunities, nurture customer advocates, and help set strategic direction. Your success will be measured by customer health, platform adoption, churn, and net retention.

Requirements

• 5-8 years of experience as a successful Customer Success Manager, Implementation Manager, or similar role in the SaaS industry
• Significant experience in managing customer profiles with a book larger than $1.5M
• Experience with project management, account portfolio planning, escalation management, and prioritization
• Demonstrated success in promoting and maintaining customer satisfaction
• Proven ability as an assertive problem-solver and proactive relationship manager who can anticipate and quickly resolve issues
• Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses
• Creative thinker who loves to challenge the way things are done as part of a relentless pursuit of improvement
• Superior work ethic and the ability to work independently or as a team
• Ability to adapt to new and dynamic environments - we are a startup

Responsibilities

• Advance adoption of the Reprise platform across client teams by creating a well-communicated onboarding plan, encouraging enterprise-wide collaboration, and providing proactive assessments and reporting of results against business goals
• Streamline efficient execution of demo best practice strategies through strategic planning, management, and oversight
• Serve as the primary point of contact at Reprise and Best Practice advocate for new and existing customers to generate strong relationship and ensure they’re getting the most from their Reprise investment
• Support customers throughout their lifecycle by understanding their strategic goals, driving adoption through Best Practice check-ins, and delivering Executive Business Reviews
• Coordinate customer resources and partner internally across sales, support, PS, engineering, and product, to tackle obstacles and achieve desired outcomes and hurdles
• Own the Reprise value proposition and understand how it can be applied to address various customer use cases
• Proactively identify points of concern within customer initiatives or sentiment and identify routes to resolution
• Develop a trusted relationship through honest, timely, and diligent service
• Identify opportunities for expansion and collaborate with partners in Sales to close opportunities for additional products or services
• Identify and nurture opportunities for active customers to serve as advocates with our Customer Marketing team
• Help set strategic direction by coordinating across complex organizations to continually improve demo programs and processes

Benefits

• A competitive salary for the market
• Flexible vacation policy and three day weekends each month
• Health, Vision, Dental Insurance Options, FSA/HSA Options
• Parental leave
• 401(k)
• Long and short term disability
• Fully remote company with employees spread across the United States
• WeWork All Access membership
• Joining an experienced, multiple-previous-startups crew