About The Position
Reputation is seeking a Principal Customer Success Manager with deep healthcare and marketing expertise to serve as a strategic advisor and thought partner to a key enterprise client. This highly visible role requires someone who can deeply understand the client’s business and industry, bring a strong point of view to complex challenges, and influence strategy at the executive level while maximizing the value and impact of Reputation’s platform. You will bring a strong understanding of healthcare and marketing to challenge assumptions, uncover opportunities, and shape strategic decisions with senior client stakeholders. Internally, you will bring those insights to cross-functional teams (Sales, Product, Engineering, Marketing, Data Science, and Support) to influence solutions that deliver meaningful customer and business outcomes.
Requirements
- Typically requires an undergraduate degree and 12+ years of progressive experience in Customer Success, strategic account management, consulting, marketing, SaaS, healthcare, or a related field.
- Significant experience working with healthcare organizations and a strong understanding of the industry, its business dynamics, and evolving priorities.
- Deep marketing expertise, with the ability to understand and advise on marketing strategy, customer experience, reputation, digital presence, acquisition, retention, or related areas.
- Proven success managing complex enterprise SaaS relationships and influencing senior and executive-level stakeholders.
- Strong business acumen and curiosity, with the ability to connect industry trends, customer priorities, marketing strategy, and technology to measurable outcomes.
- Exceptional consultative, analytical, and problem-solving skills, with the ability to develop a point of view and make recommendations based on data, experience, and business context.
- Demonstrated ability to challenge clients constructively, ask insightful questions, uncover underlying needs, and influence strategic decisions.
- Advanced executive communication and presentation skills, with the ability to communicate complex concepts clearly and credibly.
- Experience driving customer adoption, retention, renewal, expansion, and long-term strategic partnerships within enterprise accounts.
- Ability to navigate complex organizations, competing priorities, ambiguity, and high-stakes situations with sound judgment and professionalism.
- Exceptional cross-functional leadership and ability to influence without direct authority.
- Advanced proficiency in Sheets/Excel, Slides/PowerPoint, and data visualization and presentation tools.
- Passion for healthcare, marketing, customer strategy, and using technology and data to solve meaningful business problems.
Responsibilities
- Serve as a strategic advisor and thought partner to senior client leaders.
- Maintain and deepen understanding of the client’s business, healthcare landscape, competitive environment, marketing strategy, and evolving priorities.
- Advise clients on how to leverage Reputation’s platform, data, and insights to address strategic business and marketing objectives.
- Develop and execute account strategies focused on measurable outcomes, long-term value, retention, and growth.
- Build relationships with executive sponsors and stakeholders across marketing, operations, customer experience, digital, and other relevant functions.
- Bring healthcare, marketing, and business expertise to challenge assumptions, surface opportunities, and translate data and insights into actionable strategies.
- Lead strategic Executive Business Reviews and executive engagements that demonstrate business impact and shape future priorities.
- Partner with Sales on renewals and expansion opportunities while maintaining a strong focus on long-term customer value.
- Collaborate cross-functionally to advocate for customer needs and influence product, service, and process improvements.
- Lead complex customer challenges and escalations with sound judgment, executive presence, and a focus on sustainable resolution.
- Serve as a subject matter expert and internal resource on healthcare, marketing strategy, and enterprise customer success.
- Mentor and influence peers through expertise, thought leadership, and best-practice sharing.
- Help evolve Customer Success strategies, methodologies, and playbooks for complex enterprise and healthcare customers.
- Additional duties as assigned.
Benefits
- 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)
- 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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What This Job Offers
Job Type
Full-time
Career Level
Senior
