Senior Customer Success Manager

Reprise

3d

About The Position

Mission: Own a book of delighted customers who gain increasing value from Reprise—using product expertise and trusted relationships to lead customers from onboarding to renewal and expansion. What You'll Do: Accelerate Customer Success from Day One Design and execute onboarding strategies that drive full product adoption and help customers achieve their launch goals Deliver hands-on training and enablement to ensure customers use the Reprise platform independently and confidently Create clear success milestones and proactively guide customers through their journey from implementation to value realization Own Customer Relationships & Outcomes Serve as the primary trusted advisor for your portfolio of enterprise customers, building deep relationships with stakeholders across all organizational levels Conduct strategic business reviews with executives that demonstrate ROI, align on objectives, and strengthen partnership Understand each customer's business goals and translate Reprise capabilities into tangible business value Drive Retention & Growth Maintain a customer retention rate and net expansion through deeply understood and proactively managed relationships Identify and qualify expansion opportunities, collaborating with Sales to close upsell and cross-sell deals Accurately forecast renewal outcomes through continuous engagement and early risk identification Navigate Complexity & Mitigate Risk Proactively identify signals of customer concern through usage data, health scores, and relationship insights Develop and execute mitigation strategies before issues escalate, coordinating across internal teams as needed Guide customer teams through process change and drive adoption of new features and workflows Amplify the Customer Voice Surface actionable customer insights to Product, Sales, and Enablement teams—delivering insights that drive measurable improvements Represent Reprise with credibility and professionalism in every customer interaction Partner cross-functionally to ensure customer feedback shapes product development and company strategy What You Bring: Experience & Track Record 5-8 years of customer success or account management experience in Enterprise B2B SaaS. GTM experience is a plus. Proven success managing enterprise accounts through complete lifecycle—from onboarding through expansion and renewal Demonstrated ability to maintain high retention rates and drive net revenue expansion Technical & Consultative Skills Strong technical aptitude with the ability to quickly learn software and teach configuration to customers Experience with demo tools, sales enablement platforms, or similar technical products are all a plus Consultative approach backed by business acumen—you connect technical capabilities to business outcomes Communication & Executive Presence Exceptional written and verbal communication skills with an emphasis on clarity, empathy, and solution-orientation Comfortable presenting to C-level executives and senior decision-makers, both internally and at customer organizations Skilled at navigating complex organizational structures and building trust across multiple stakeholder groups Strategic & Analytical Mindset Strong project management capabilities—you lead cross-functional initiatives with multiple stakeholders without formal authority Data-driven approach to interpreting product usage, health scores, and renewal metrics Proactive problem-solver who anticipates needs and acts before issues arise Collaboration & Adaptability Team player who effectively partners cross functionally. Adaptable and thrives in fast-paced startup environments where priorities shift quickly Self-motivated with the ability to work independently while contributing to team success How Success is Measured Customer Onboarding Excellence, Retention & Expansion, Customer Enablement, Forecast Accuracy, Customer Trust, Strategic Impact

Requirements

• 5-8 years of customer success or account management experience in Enterprise B2B SaaS. GTM experience is a plus.
• Proven success managing enterprise accounts through complete lifecycle—from onboarding through expansion and renewal
• Demonstrated ability to maintain high retention rates and drive net revenue expansion
• Strong technical aptitude with the ability to quickly learn software and teach configuration to customers
• Consultative approach backed by business acumen—you connect technical capabilities to business outcomes
• Exceptional written and verbal communication skills with an emphasis on clarity, empathy, and solution-orientation
• Comfortable presenting to C-level executives and senior decision-makers, both internally and at customer organizations
• Skilled at navigating complex organizational structures and building trust across multiple stakeholder groups
• Strong project management capabilities—you lead cross-functional initiatives with multiple stakeholders without formal authority
• Data-driven approach to interpreting product usage, health scores, and renewal metrics
• Proactive problem-solver who anticipates needs and acts before issues arise
• Team player who effectively partners cross functionally. Adaptable and thrives in fast-paced startup environments where priorities shift quickly
• Self-motivated with the ability to work independently while contributing to team success

Nice To Haves

• Experience with demo tools, sales enablement platforms, or similar technical products are all a plus

Responsibilities

• Design and execute onboarding strategies that drive full product adoption and help customers achieve their launch goals
• Deliver hands-on training and enablement to ensure customers use the Reprise platform independently and confidently
• Create clear success milestones and proactively guide customers through their journey from implementation to value realization
• Serve as the primary trusted advisor for your portfolio of enterprise customers, building deep relationships with stakeholders across all organizational levels
• Conduct strategic business reviews with executives that demonstrate ROI, align on objectives, and strengthen partnership
• Understand each customer's business goals and translate Reprise capabilities into tangible business value
• Maintain a customer retention rate and net expansion through deeply understood and proactively managed relationships
• Identify and qualify expansion opportunities, collaborating with Sales to close upsell and cross-sell deals
• Accurately forecast renewal outcomes through continuous engagement and early risk identification
• Proactively identify signals of customer concern through usage data, health scores, and relationship insights
• Develop and execute mitigation strategies before issues escalate, coordinating across internal teams as needed
• Guide customer teams through process change and drive adoption of new features and workflows
• Surface actionable customer insights to Product, Sales, and Enablement teams—delivering insights that drive measurable improvements
• Represent Reprise with credibility and professionalism in every customer interaction
• Partner cross-functionally to ensure customer feedback shapes product development and company strategy

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed