Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Senior Manager, Customer Success at Reputation managing Automotive clients. Leading team towards driving value, retention, and growth across client portfolio.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers supporting automotive customers.
- Provide guidance on customer engagement strategies, account planning, and issue resolution.
- Oversee the customer lifecycle including onboarding, product adoption, ongoing engagement, renewal, and expansion opportunities.
- Support the team in building strong relationships with customer stakeholders and executive sponsors.
- Monitor customer health metrics and account performance to proactively identify risks and growth opportunities.
- Guide the team in developing action plans to address churn risk and drive increased product adoption.
- Partner with Sales teams to support renewal strategy and identify expansion opportunities within accounts.
- Work closely with Product and Engineering teams on customer implementations, escalations, and product feedback.
- Ensure consistent execution of customer success processes, best practices, and service standards.
- Analyze account performance data and support the team in translating results into customer insights and value discussions.
- Collaborate with cross-functional partners to improve the overall customer experience and address customer needs.
- Maintain awareness of automotive industry trends and competitive dynamics that may impact customers.
- Serve as an internal advocate for customers and provide feedback that helps improve products and services.
- Contribute to team operational improvements and initiatives that support the growth of the customer success organization.
- Perform additional responsibilities as assigned.
Requirements
- 7+ years of customer-facing experience, preferably in SaaS, enterprise software, or technology platforms.
- 3+ years of people leadership experience managing Customer Success Managers or similar client-facing roles.
- Experience managing B2B customer relationships including renewals, retention, and account growth.
- Automotive industry experience or familiarity with automotive customers strongly preferred.
- Strong analytical skills with the ability to interpret customer data and performance metrics.
- Excellent written, verbal, and presentation skills with the ability to communicate with senior stakeholders.
- Ability to collaborate effectively across sales, product, and operational teams.
- Highly organized, self-driven, and able to manage multiple priorities in a fast-paced environment.
- Strong problem-solving skills and the ability to develop practical solutions to customer challenges.
- Bachelor’s degree required or equivalent experience.
Benefits
- Paid Time Off: Flexible PTO for salary paid employees
- Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.
- 10 company paid holidays plus 4 “Extended Company Holidays,” which are additional paid days off for the company.
- Multiple medical and dental plan options, plus 100% company paid vision coverage
- 401k available through Fidelity
- Paid Parental Leave for all eligible employees as of day 1 of employment
- Employer paid short and long term disability and life insurance
- Critical Illness, Accident & Hospital Indemnity insurance
- Employee Assistance Program (EAP)
- Access to a wide variety of perks and wellbeing apps: - PerkSpot: Employee discount program - Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships - Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health - Omada: Virtual prevention and physical therapy program - Ladder: Supplemental life insurance - SoFi: Financial wellbeing platform with 1:1 advice - Fetch: Pet insurance discount program - Spring Health for Guardian: Virtual mental health support - XP Health for Guardian: Virtual eyewear platform - Rate.com: Mortgage services discount program
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