Principal Customer Success Manager, Healthcare

About Reputation

Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America’s Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.

Your Role at Reputation:

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.

The Skills That Set You Apart:

• 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.

Our Benefits & Perks

We believe our people deserve to feel supported, valued, and rewarded both in and out of work. That’s why we offer a generous and thoughtfully designed benefits package, including:

Paid Time Off:

• 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.

Health and Welfare Benefits

• 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

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.