[Hiring] Principal Customer Success Manager @Reputation

Role Description

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.

How You’ll Shape the Experience

• 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.

Qualifications

• 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.

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).
• 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.