Principal Customer Success Manager

Job Summary

Serving as a strategic advisor to senior client leaders, the full-time Principal Customer Success Manager will leverage deep healthcare and marketing expertise to influence executive strategy and maximize the value of Reputation's platform in a remote work environment.

Key responsibilities

• Maintain a comprehensive understanding of the client's business and healthcare landscape to advise on strategic business and marketing objectives
• Develop and execute account strategies focused on measurable outcomes, retention, and growth while building relationships with executive sponsors
• Lead complex customer challenges and escalations, advocating for customer needs and collaborating with cross-functional teams to drive product and service improvements

Required qualifications

• Undergraduate degree with 12+ years of experience in Customer Success, strategic account management, or related fields
• Significant experience working with healthcare organizations and a strong understanding of industry dynamics
• Deep marketing expertise with the ability to advise on marketing strategy and customer experience
• Proven success in managing complex enterprise SaaS relationships and influencing senior stakeholders
• Exceptional consultative and analytical skills, with advanced proficiency in data visualization and presentation tools