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Manage enterprise customer success from post-onboarding through training, upsells, and renewals. Build stakeholder relationships, establish KPIs, analyze account data, identify churn and expansion opportunities, present performance insights, and develop strategic action plans. Collaborate with sales, product, data science, and other teams to improve customer outcomes, support implementations, and drive retention and revenue growth.

Develop and execute go-to-market plans for Reputation’s platform, including high-velocity product launches, sales enablement, product collateral, messaging, competitive analysis, and market research. Serve as a subject matter expert for sales, marketing, and customer success teams, translate product features and customer insights into differentiated value propositions, and collaborate with Product Management to influence the product roadmap.

Identify, engage, and qualify high-value sales opportunities through account research and insight-led outreach across email, phone, and social channels. Use AI tools and CRM systems to personalize prospecting, maintain accurate data, and improve productivity. Partner with Account Executives to develop pipeline, qualify inbound and outbound leads, and refine messaging based on performance and feedback.

Manage onboarding, training, adoption, upsells, renewals, and overall success for 20+ mid-market and enterprise accounts representing more than $2M in ARR. Serve as a strategic advisor, establish KPIs, analyze account data, identify churn and expansion opportunities, present performance insights, and collaborate with sales, product, and data science teams to improve customer outcomes.

Own and grow enterprise SaaS accounts across the US by leading multi-stakeholder sales cycles, building executive relationships, developing account strategies, identifying expansion opportunities, maintaining pipeline and forecast discipline, and collaborating cross-functionally to drive customer success and revenue growth.

Lead global technical support operations and managers to improve KPIs, scalability, and customer experience. Drive data-informed process improvements, AI/automation adoption, cross-functional collaboration, escalation management, coaching, and operational change across Product, Engineering, and Customer Success.

Lead product development for Reputation's core reputation management SaaS: define requirements, conduct market and customer research, prioritize engineering efforts, produce developer- and customer-facing deliverables, collaborate with design and engineering, evangelize product vision, and use data to measure success across releases.

Coordinate product development projects, manage product management tools and vendors, improve processes, document plans and releases, analyze product data, train teams, manage risks and compliance to ensure on-time, quality product deliveries.

Monitor and respond to customers' social media reviews, comments, messages, and surveys across platforms. Ensure brand-aligned, timely, professional responses, identify sentiment trends, collaborate with clients, and perform additional operational duties as assigned. Hybrid role with shift work including nights and weekends.

Lead product for Reputation's core SaaS platform: define requirements, conduct market and customer research, prioritize engineering work, create developer- and customer-facing deliverables, collaborate cross-functionally, evangelize vision, use data-driven decisions, and own features end-to-end from definition through launch and iteration.