Offer summary

Qualifications:

2 - 5 years of experience in Customer Success or similar roles in the SaaS industry., Experience managing customer accounts with a portfolio larger than $1.5M., Strong project management and account planning skills., Excellent communication skills with a focus on empathy and problem-solving..

Key responsabilities:

Advance adoption of the Reprise platform by creating onboarding plans and providing assessments.

Serve as the primary contact for customers, ensuring they maximize their investment in Reprise.

Support customers throughout their lifecycle by understanding their goals and driving adoption.

Identify opportunities for expansion and collaborate with sales to close additional product opportunities.

Job description

About Reprise

Reprise is changing the way every company sells software.

For decades, every sales team and every marketing team has struggled to show their software. Failed demos are a meme of the modern business world. And if you can’t show your product, you can’t sell your product or run your business. Our founders felt that pain at multiple startups themselves and started Reprise as the world’s first demo platform for software.

Today we support the world’s largest companies. Tens of thousands of sales and marketing professionals demo their product every day through Reprise. We make our customers’ products look perfect: on every call, in every campaign, and on stage. We are the platform that enterprise business teams trust to get their jobs done.

The need for Reprise is only increasing. AI, integrations, and large amounts of data are now core to all software and yet, prohibitive to demo. Only with Reprise can business teams use AI to show perfectly-performing features with perfect data, every time, and with full control.

Reprise leads the “demo platform” category we started in 2020. Our growth is backed by leading investors: ICONIQ Growth, Bain Capital Ventures, Accomplice VC, and Glasswing Ventures.

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. 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 at Reprise

Advance adoption of the Reprise platform across client teams by creating a well-communicated onboarding plan, encouraging enterprise-wide collaboration, and providing proactive assessments and reporting of results against business goals
Streamline efficient execution of demo best practice strategies through strategic planning, management, and oversight
Serve as the primary point of contact at Reprise and Best Practice advocate for new and existing customers to generate strong relationship and ensure they’re getting the most from their Reprise investment
Support customers throughout their lifecycle by understanding their strategic goals, driving adoption through Best Practice check-ins, delivering Executive Business Reviews and negotiating renewals
Coordinate customer resources and partner internally across sales, support, PS, engineering, and product, to tackle obstacles and achieve desired outcomes and hurdles
Own the Reprise value proposition and understand how it can be applied to address various customer use cases.
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 Sales to close opportunities for additional products or services
Identify and nurture opportunities for active customers to serve as advocates with our Customer Marketing team
Help set strategic direction by coordinating across complex organizations to continually improve demo programs and processes.
You will be evaluated by the overall health and platform adoption of your customers as well as churn and net retention targets

Qualifications:

2 - 5 years of experience as a successful Customer Success Manager, Implementation Manager, or similar 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, escalation management, and prioritization
Demonstrated success in promoting and maintaining customer satisfaction
Proven ability as an assertive problem-solver and proactive relationship manager who can anticipate and quickly resolve issues
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 a startup

Benefits

A competitive salary for the market
Flexible vacation policy and three day weekends each month
Health, Vision, Dental Insurance Options, FSA/HSA Options
Parental leave
401(k)
Long and short term disability
Fully remote company with employees spread across the United States
WeWork All Access membership
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.

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