Customer Success Manager

Reps is a GenAI platform that focuses on innovative enablement to help companies like Google Cloud and Pfizer grow. The Customer Success Manager will advise and guide large enterprise customers to ensure successful adoption and value realization from Reps, while also collaborating with the Sales team to drive growth and retention.

Responsibilities:

• Approach every customer with a metrics and outcomes based mindset
• Serve as the primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution
• Build trust with customer stakeholders and ensure decision makers are informed on progress and successes
• Partner with the Reps Sales team to help drive growth, retention and expansion at the customer
• Partner closely with other cross-functional team members to translate business needs and product requirements into improvements and new solutions for customers
• Continually adapt customer success best practices to refine them over time
• Help win customer references and create case studies

Requirements:

• 6+ years of work experience
• Startup hustle & experience working for a SaaS tech startup (a must)
• Relevant work experience in a customer-facing customer success, account management or strategic consulting organization
• Experience in developing a playbook for strategies to grow account revenue
• Strong experience leading revenue growth, land, and expansion strategies
• Proven track record of high customer retention, renewal, and growth in a SaaS context
• Experience driving product adoption within large enterprise population
• Problem solver and strategic thinker, using data
• Self-motivated, proactive team player with innovative ideas to inspire customer engagement and adoption
• Strong interpersonal skills and experience building strong relationships
• Diplomacy, tact and poise under pressure when working through customer issues and with high uncertainty
• Experience working across cultures and timezones