Mission:

Own a book of delighted customers who gain increasing value from Reprise—using product expertise and trusted relationships to lead customers from onboarding to renewal and expansion.

What You'll Do:

Accelerate Customer Success from Day One

• Design and execute onboarding strategies that drive full product adoption and help customers achieve their launch goals

• Deliver hands-on training and enablement to ensure customers use the Reprise platform independently and confidently

• Create clear success milestones and proactively guide customers through their journey from implementation to value realization

Own Customer Relationships & Outcomes

• Serve as the primary trusted advisor for your portfolio of enterprise customers, building deep relationships with stakeholders across all organizational levels

• Conduct strategic business reviews with executives that demonstrate ROI, align on objectives, and strengthen partnership

• Understand each customer's business goals and translate Reprise capabilities into tangible business value

Drive Retention & Growth

• Maintain a customer retention rate and net expansion through deeply understood and proactively managed relationships

• Identify and qualify expansion opportunities, collaborating with Sales to close upsell and cross-sell deals

• Accurately forecast renewal outcomes through continuous engagement and early risk identification

Navigate Complexity & Mitigate Risk

• Proactively identify signals of customer concern through usage data, health scores, and relationship insights

• Develop and execute mitigation strategies before issues escalate, coordinating across internal teams as needed

• Guide customer teams through process change and drive adoption of new features and workflows

Amplify the Customer Voice

• Surface actionable customer insights to Product, Sales, and Enablement teams—delivering insights that drive measurable improvements

• Represent Reprise with credibility and professionalism in every customer interaction

• Partner cross-functionally to ensure customer feedback shapes product development and company strategy

What You Bring:

Experience & Track Record

• 5-8 years of customer success or account management experience in B2B SaaS. GTM experience is a plus.

• Proven success managing enterprise accounts through complete lifecycle—from onboarding through expansion and renewal

• Demonstrated ability to maintain high retention rates and drive net revenue expansion

Technical & Consultative Skills

• Strong technical aptitude with the ability to quickly learn software and teach configuration to customers

• Experience with demo tools, sales enablement platforms, or similar technical products are all a plus

• Consultative approach backed by business acumen—you connect technical capabilities to business outcomes

Communication & Executive Presence

• Exceptional written and verbal communication skills with an emphasis on clarity, empathy, and solution-orientation

• Comfortable presenting to C-level executives and senior decision-makers, both internally and at customer organizations

• Skilled at navigating complex organizational structures and building trust across multiple stakeholder groups

Strategic & Analytical Mindset

• Strong project management capabilities—you lead cross-functional initiatives with multiple stakeholders without formal authority

• Data-driven approach to interpreting product usage, health scores, and renewal metrics

• Proactive problem-solver who anticipates needs and acts before issues arise

Collaboration & Adaptability

• Team player who effectively partners cross functionally. Adaptable and thrives in fast-paced startup environments where priorities shift quickly

• Self-motivated with the ability to work independently while contributing to team success

How Success is Measured

• Customer Onboarding Excellence, Retention & Expansion, Customer Enablement, Forecast Accuracy, Customer Trust, Strategic Impact