Client Success Manager

About Gen and ReputationDefender

ReputationDefender, part of Gen a global leader in cybersecurity and digital privacy empowers individuals and businesses to control and protect their online presence. Gen powers digital freedom for over 500 million users worldwide through brands like Norton, LifeLock, Avast, and ReputationDefender. Our mission is to provide industry-leading technology solutions that protect consumers in an increasingly connected world. ReputationDefender pioneers online reputation management and executive digital privacy, serving high-net-worth individuals and Fortune 500 executives.

At ReputationDefender, innovation drives our success. We reward creativity, value teamwork, and foster accountability, providing opportunities to make a direct impact in a fast-growing industry. Join us and thrive in an environment where your contributions shape the future of digital identity protection.

About the Role

As a Client Success Manager, you will take full ownership of client relationships after the sales cycle is complete. This role focuses on ensuring customer satisfaction, driving customer retention, and identifying opportunities to expand existing client accounts. You will serve as the primary point of contact for clients, ensuring their needs are met and that they receive maximum value from ReputationDefender's products and services. You’ll partner closely with internal teams to ensure successful delivery and continued client success.

Key Responsibilities:

• Manage a portfolio of client accounts, ensuring their long-term success, satisfaction, and growth.
• Develop strong, lasting relationships with clients, serving as their trusted advisor and primary point of contact.
• Identify opportunities for upselling and cross-selling ReputationDefender’s products and services to enhance client success.
• Lead regular check-ins and business reviews with clients to assess satisfaction, address concerns, and ensure continued alignment with their objectives.
• Collaborate closely with Sales, Marketing, and Product teams to ensure smooth transitions and consistent communication throughout the customer lifecycle.
• Deliver high-touch client support to ensure the successful implementation and execution of ReputationDefender solutions.
• Drive customer retention by resolving issues quickly and effectively and advocating for the client's needs within the company.
• Use Salesforce to track client interactions, maintain accurate records, and report on the health of your accounts.
• Provide regular feedback to product teams to improve ReputationDefender’s offerings based on client needs and insights.

What We’re Looking For:

The ideal candidate has a passion for customer success and a proven track record of building strong client relationships. You thrive in a dynamic environment and are skilled at managing multiple accounts while identifying new opportunities for growth.

Qualifications:

• 1-3 years of experience in Client Success, Account Management, or similar customer-facing roles.
• Proven ability to build strong relationships with clients and deliver exceptional service.
• Strong communication skills, both written and verbal, with the ability to influence and build trust.
• Experience in upselling and cross-selling products and services to clients.
• Ability to manage a portfolio of clients and prioritize tasks in a fast-paced environment.
• Comfortable using CRM software (e.g., Salesforce) to manage accounts and track client interactions.
• Strong problem-solving skills with the ability to think strategically and proactively.
• Experience in a digital privacy, cybersecurity, or reputation management field is a plus but not required.

What You’ll Gain

We are committed to setting you up for success and offering opportunities for growth:

• Comprehensive onboarding and ongoing training to maximize your success in the role.
• Access to cutting-edge products and tools.
• Clear growth pathways within our Customer Success team.
• Supportive, team-oriented culture with mentorship from experienced leaders.

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency. 

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.