Senior Customer Success Manager
RepriseBoston, MA, United States4 days ago
Job type
- Full-time
Job descriptionServe as the primary trusted advisor for your portfolio of enterprise customers, building deep relationships with stakeholders across all 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 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 Proactively identify signals of customer concern through usage data, health scores, and relationship insights Develop and execute mitigation strategies before issues escalated, coordinating across internal teams as needed Guide customer teams through process change and drive adoption of new features and workflows 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 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 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 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 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 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 Customer Onboarding Excellence, Retention & Expansion, Customer Enablement, Forecast Accuracy, Customer Trust, Strategic Impact 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‑startup crew
Join to apply for the Senior Customer Success Manager role at Reprise .
Reprise is changing the way every company sells software. We provide an AI‑powered demo platform that enables sales and marketing teams to showcase software features with perfect data and full control. Our platform is trusted by the world’s largest enterprises and backed by leading investors such as ICONIQ Growth, Bain Capital Ventures, Accomplice VC, and Glasswing Ventures.
We value smarts, diversity, and drive. Even if you do not meet every qualification, please consider applying. We consider candidates who do not yet meet all listed requirements.
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
Drive Retention & Growth
Navigate Complexity & Mitigate Risk
Amplify the Customer Voice
What You Bring
Experience & Track Record
Technical & Consultative Skills
Communication & Executive Presence
Strategic & Analytical Mindset
Collaboration & Adaptability
How Success Is Measured
Benefits
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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Senior Customer Manager • Boston, MA, United States
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