Customer Success Manager
Reprise empowers enterprise sales and marketing teams to build personalized, interactive demos that lead to greater conversions, shorter sales cycles and more revenue.
For sales and marketing leaders who strive to expertly showcase their products, Reprise is the only enterprise-class demo creation platform that fully integrates live demos, guided demos and product tours to seamlessly show the value of your product at every phase of the buyer's journey.
Launched in 2020, Reprise has been recognized as a leader in G2's winter 2023 report of best Mid-Market Content Experience Platforms. Backed by ICONIQ Growth, Bain Capital Ventures, Accomplice VC, and Glasswing Ventures, Reprise is changing how companies deliver demos.
We value smarts, diversity, and drive. Smarts because we need people that can learn quickly. Diversity because it makes all of our decision-making better. And drive because we are fundamentally operators -- our bias is to get things done. Our foundational principles are such that we believe we have an obligation to conduct our business in a way that advances social good.
Even if you do not meet 100% of the qualifications listed below, please consider applying anyway. We will consider candidates that do not meet all of the listed requirements.
What you’ll do as a CSM:
- Act as a guide to ensure rapid onboarding and adoption of the Reprise demo creation platform for new and existing customers
- Serve as the primary point of contact at Reprise and Best Practice advocate for new and existing customers
- Drive customer adoption through regular Best Practice check ins and usage and value monitoring to ensure adoption and value realization
- Coordinate customer resources and support internally based on desired outcomes and hurdles
- Proactively identify points of concern within customer initiatives or sentiment and identify routes to resolution
- Develop a trusted relationship through honest, timely and diligent service
- Identify opportunities for expansion and collaborate with partners in Account Management and Sales to close opportunities for additional products or services
- Identify and nurture opportunities for active, satisfied customers to serve as advocates with our Customer Marketing team
Qualifications:
- 2-5+ years of dedicated experience in a successful Customer Success Manager, Implementation Manager or similar relevant role in the SaaS industry
- Significant experience in managing customer profiles with a book larger than $1.5M
- Experience with project management, account portfolio planning and prioritization
- Demonstrable skills in promoting and maintaining customer satisfaction
- Proven ability as an assertive problem-solver and proactive relationship manager who can anticipate and quickly resolve issues in advance whenever possible
- Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses
- Creative thinker who loves to challenge the way things are done as part of a relentless pursuit of improvement
- Superior work ethic and the ability to work independently or as a team
- Ability to adapt to new and dynamic environments - we are an early stage startup
- Strong interpersonal and presentation skills
- Passion for Customer Success Management as a profession, and eager to present best of breed practices
- A competitive salary for the market
- Open vacation policy
- Health, Vision, Dental Insurance Options, FSA/HSA Options
- Maternity and Paternity leavea
- 401(k)
- Long and short term disability
- The ability to work anywhere in the US - we are a 100% remote company (even prior to COVID)
- Joining an experienced, multiple-previous-startups crew
At Reprise we believe that startups have the responsibility to progress equity in the workplace and beyond. We are not just committed to, but passionate about building a diverse and inclusive work environment. Every candidate seeking to join Reprise is provided an equal opportunity for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, citizenship, disability, gender identity, or Veteran status.