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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.
The Manager, Customer Success - Healthcare is a vital link between the healthcare and life sciences brands we work with and the solutions we provide. This role is responsible for leading a team of Customer Success Managers, ensuring best-in-class service, and driving strategic initiatives to help clients achieve their business objectives. By leveraging industry knowledge, customer engagement strategies, and data-driven insights, this role will enhance product adoption, minimize churn risk, and foster long-term growth for both the customer and the company.
Responsibilities:
Lead, mentor, and coach a team of Customer Success Managers to drive customer engagement, retention, and growth. Conduct regular 1:1 meetings with team members to provide coaching, performance feedback, and professional development support. Develop and execute customer success strategies and best practices that align with the unique needs of the healthcare industry. Track key performance indicators (KPIs) for team performance, leveraging data-driven insights to improve engagement and retention. Monitor and analyze account-specific data to proactively address potential churn risks and identify upsell opportunities. Strong ability to collaborate with cross-functional teams (Sales, Product, Support, Marketing) and advocate for customer needs to drive retention and expansion. Support revenue growth by driving renewals and identifying expansion opportunities. Act as a point of escalation for complex customer issues, ensuring swift resolution by collaborating with internal teams and leadership. Build and maintain strong relationships with key customer stakeholders at all levels. Additional duties as assigned.
Qualifications:
5+ years of experience in customer success, SaaS, strategic account management, or the healthcare industry. Ability to develop and implement scalable playbooks and frameworks to ensure consistency in customer engagement. Strong leadership skills with experience coaching and developing CSMs to enhance their performance, customer engagement strategies, and professional growth. Ability to work well under pressure and find creative solutions to complex challenges. Strong understanding of Customer Success methodologies (e.g., Customer Journey Mapping, Success Plans, etc.). Experience in analyzing and improving internal processes to drive efficiency and enhance the customer experience. Proven ability to develop account strategies that align customer goals with product capabilities. Ability to analyze customer data, health scores, churn risk, and engagement metrics to proactively identify trends, opportunities, and areas for improvement. Experience leading change management initiatives within a CS organization. Highly organized, detail-oriented, and proactive in problem-solving. Ability to foster an environment of continuous learning, accountability, and motivation within the team Bachelor's Degree required.
This is an exciting opportunity to lead a high-performing team and make a meaningful impact in the healthcare industry. If you are a strategic thinker with a passion for customer success, we invite you to apply! 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:
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 ourCandidate Privacy Notice. Applicants only - No 3rd party agency candidates.
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Reputation
life insurance, vision insurance, long term disability, 401(k)
Mar 21, 2025