Sr. Manager, Customer Success - Automotive

Reputation•Scottsdale, AZ

15d•Hybrid

About The Position

Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle. Reputation is seeking a Senior Manager, Customer Success - Automotive to lead and develop a team of Customer Success Managers responsible for driving value, retention, and growth across a portfolio of automotive customers. This role serves as a key link between automotive clients and the solutions we provide, ensuring customers successfully adopt the platform and achieve their business objectives. The Senior Manager will combine people leadership, operational oversight, and customer engagement to support strong customer outcomes and business performance. This role partners closely with Sales, Product, Engineering, and other cross-functional teams to deliver a high-quality customer experience while contributing to revenue retention, expansion, and long-term customer success.

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.

Nice To Haves

Automotive industry experience or familiarity with automotive customers strongly preferred.

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.

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.
Health and Welfare Benefits
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