Sr. Manager, Customer Success - Automotive

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 Senior Manager, Customer Success - Automotive to lead and develop a team of Customer Success Managers responsible for driving value, retention, and growth across a portfolio of automotive customers. This role serves as a key link between automotive clients and the solutions we provide, ensuring customers successfully adopt the platform and achieve their business objectives. The Senior Manager will combine people leadership, operational oversight, and customer engagement to support strong customer outcomes and business performance. This role partners closely with Sales, Product, Engineering, and other cross-functional teams to deliver a high-quality customer experience while contributing to revenue retention, expansion, and long-term customer success. How You’ll Shape the Experience: Lead, coach, and develop a team of Customer Success Managers supporting automotive customers. Provide guidance on customer engagement strategies, account planning, and issue resolution. Oversee the customer lifecycle including onboarding, product adoption, ongoing engagement, renewal, and expansion opportunities. Support the team in building strong relationships with customer stakeholders and executive sponsors. Monitor customer health metrics and account performance to proactively identify risks and growth opportunities. Guide the team in developing action plans to address churn risk and drive increased product adoption. Partner with Sales teams to support renewal strategy and identify expansion opportunities within accounts. Work closely with Product and Engineering teams on customer implementations, escalations, and product feedback. Ensure consistent execution of customer success processes, best practices, and service standards. Analyze account performance data and support the team in translating results into customer insights and value discussions. Collaborate with cross-functional partners to improve the overall customer experience and address customer needs. Maintain awareness of automotive industry trends and competitive dynamics that may impact customers. Serve as an internal advocate for customers and provide feedback that helps improve products and services. Contribute to team operational improvements and initiatives that support the growth of the customer success organization. Perform additional responsibilities as assigned. The Skills That Set You Apart: 7 years of customer-facing experience, preferably in SaaS, enterprise software, or technology platforms. 3 years of people leadership experience managing Customer Success Managers or similar client-facing roles. Experience managing B2B customer relationships including renewals, retention, and account growth. Automotive industry experience or familiarity with automotive customers strongly preferred. Strong analytical skills with the ability to interpret customer data and performance metrics. Excellent written, verbal, and presentation skills with the ability to communic ... (truncated, view full listing at source)