Customer Success Specialist, SMB

Reputation

. Manage client success throughout the customer lifecycle, from onboarding and training through adoption, growth, upsell, and renewal .

Posted 10/6/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer success throughout the lifecycle, focusing on onboarding, adoption, and retention while leveraging AI and automation to enhance customer outcomes. Proficient in analyzing account data to identify risks and opportunities, ensuring a high level of customer satisfaction and engagement.

Highest-signal resume keywords

Customer Success ManagementB2B Sales ExperienceData Analysis and InsightsAI and Automation UtilizationPortfolio Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAccount ManagementData AnalysisExcelPowerPointProblem-SolvingConsultative ApproachBusiness DevelopmentRetention StrategiesUpselling

Soft Skills

Detail-OrientedSelf-DrivenOrganizational SkillsAdaptabilityCreative Problem-Solving

Tools & Technologies

Customer Success TechnologyAutomation ToolsAI Solutions

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Small to Medium BusinessCustomer LifecycleChurn Risk ManagementCustomer EngagementPerformance Metrics

About the role

Key responsibilities & impact

Manage client success throughout the customer lifecycle, from onboarding and training through adoption, growth, upsell, and renewal
Manage an average portfolio of approximately 160 Small to Medium Business accounts representing $3M+ in ARR, with individual customer ARR generally below $65K
Serve as an internal advocate and empower customers to maximize value through product adoption while fostering growth and retention
Manage client expectations around workflows, responsibilities, deliverables, and engagement
Build relationships and maintain strategic engagement with customer sponsors and key stakeholders
Monitor and analyze account-specific data to identify churn risks, adoption gaps, and upsell opportunities
Present performance metrics and insights demonstrating value and supporting customer satisfaction and retention
Leverage AI, automation, and Customer Success technology to manage a high-volume portfolio, streamline workflows, identify needs and risks, and scale proactive engagement
Balance personalized customer engagement with digital and automated touchpoints
Improve processes, increase efficiency, and enhance customer outcomes through technology and automation
Provide world-class customer service through organization, urgency, prioritization, and strategy
Collaborate with Sales, Product, Support, Data Science, and peers
Self-manage and prioritize a high-volume book of business
Contribute to Reputation’s retention, growth, and revenue goals
Perform additional duties as assigned

Requirements

What you’ll need

1–2 years of experience in Customer Success, Sales, Customer Support, Account Management, or relevant Reputation/competitor experience
Experience with B2B inside/outside sales, business development, renewals, retention, and upsells is a plus
Strong complex problem-solving skills, analytical thinking, and a consultative mindset and approach
Ability to align customer business objectives with relevant products, services, and solutions
Highly detail-oriented, self-driven, organized, and eager to provide a superior customer experience
Solid Excel and PowerPoint capabilities, with the ability to turn data into meaningful insights and action
Demonstrated ability to manage and prioritize a high-volume portfolio of Small to Medium Business customers, generally with individual ARR below $65K
Comfortable leveraging AI, automation, and evolving technologies to improve productivity, prioritize work, and support customer outcomes
Adaptability to changing priorities, processes, tools, and customer needs
Comfortable with ambiguity and able to quickly learn new technologies, adjust workflows, and take on new responsibilities
Ability to work well under pressure, prioritize competing demands, and find creative solutions
Typically requires a Bachelor’s Degree or equivalent experience
Applicants only; no 3rd party agency candidates

Benefits

Comp & perks

Flexible PTO for salary paid employees
Hourly employees accrue PTO based on tenure and receive 5 sick days annually; sick days available day 1
10 company paid holidays plus 4 Extended Company Holidays
Multiple medical and dental plan options
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)
PerkSpot employee discount program
Wellhub (Gym Pass) 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