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Job Details

Sr. Director Customer Success

Company name
ReputationDefender, Inc.

Tempe, AZ, United States

Employment Type

Executive, Manager, Marketing

Posted on
Jul 20,2019

Valid Through
Nov 02,2019

Apply for this job


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, Inc., based in Silicon Valley, pioneered online reputation management (ORM) technology for

the enterprise market in 2006. With its SaaS platform,

technology has managed tens of millions of consumer reviews and consumer interactions across hundreds of thousands of online points of presence for global companies spanning 77 industry verticals. Most recently,

was ranked No. 1 in Enterprise Online Reputation Management in G2 Crowd’s spring 2019 report. The ranking is based on G2 Crowd’s proprietary algorithm that calculates global rankings based on overall customer satisfaction, ease of doing business with, market presence, likelihood to be recommended and number of reviews.

Why Work at

• Is growing revenue by 50% year over year

• Maintains a world-class executive management team

• Has raised over $87 million in funding and is playing in an exploding market segment.

If these wins excite you, we’d love to meet you!

Job Summary:

is looking for an experienced Customer Success leader to optimize the overall customer experience by defining and driving the overall strategy to build a sustainable, customer-obsessed culture. The Sr. Director of Customer Success will collect and maintain a rich set of customer data, issues, feedback and insights to empower all

associates to adopt a customer-centric approach in their day to day and strategic activities.


Set strategy and goals for the global Customer Success team and manage the team to meet and exceed these goals through a continual improvement methodology.

Define the metrics and success criteria for our Customer Success function, owning outcomes inclusive of Customer Satisfaction, increased adoption and renewals and operational efficiency.

Provide real-time guidance to the executive and management teams regarding customer status including wins to celebrate and potential issues to be addressed.

Build effective relationships across

's Executives and stakeholders.

Develop success plans for customers that outline their desired outcomes, critical success factors, metrics for success, potential issues, and recommendations.

Coach, train and develop the team into top performers through goal setting, planning, and frequent one-on-one interaction

Attract and retain high potential individual contributors to the team.

Lead Critical Incident Management function and serve as the executive escalation point for customer escalations.

Interpret and provide recommendations around the results of the

platform and services and continually confirm our customers are achieving their desired business outcomes.

Lead the customer executive sponsorship program.

Lead change initiatives, develop staffing plan, and identify, implement, and manage tools related to superior customer services

Build strong relationships with Senior Executives (C-level, VP and Director) of


Develop processes and playbooks that will delight customers in a repeatable and scalable way.

Be the voice of the customer within

to influence product direction and other strategic decisions.

Collaborate across the organization with Sales, Marketing, Product, and Engineering to address key churn risks and increase customer retention and satisfaction.

Systematically monitor client health and create predictive models for at-risk customers.

Upsell clients to purchase more robust product functionality and where possible, expand their current solutions.

Map customer journey & define segmentation of the customer base and varying strategies for success based on this journey and segmentation.


BS/BA in Business, Marketing, Communications, or related field, MBA a plus.

10 ' experience in technology, SaaS startups, and/or Customer Success

Mastery of managing customer relationships, preferably with both large and small-scale clients.

A confident leader that values humility, hard work ethic and supporting colleagues for the greater good of the team.

Entrepreneurial mindset, high-energy personality, and tangible passion about playing a significant role in a rapid growth organization.

Experience managing large, complex, multi-million-dollar accounts with strategy, analytics, digital and creative components.

Proven ability to collaborate and build strong relationships with customers, especially at the Executive-sponsor level.

Proven track record of deploying Customer Success best practices in designing and executing a high-performance customer-centric organization.

Experience hiring, managing, and developing a team who are responsible for the day-to-day execution of customer programs.

Must thrive on building highly effective teams; possess strong people management skills.

Analytically minded, especially comfortable with data, response metrics and trends.

Displays a balance of strategic and tactical skills, with a high level of intellectual agility and emotional intelligence.

An exceptional communicator who can write, present and adjust messages to meet individual audience and organization's requirements.

More on

The majority of consumers — 90% — say online reviews influence their purchasing decisions. Yet CMOs are at the mercy of algorithms they don’t control on Google, Facebook and thousands of specialty sites – where no amount of marketing spend can offset the negative impact of a weak online reputation.

invented the online reputation management (ORM) category and continues to lead the charge with the only proven, unified platform and innovative, customer-driven solutions.

Our patented Reputation Score is an indispensable index for every business, and the true measure of how a business is found, chosen and experienced by consumers Large, global businesses across industries such as Healthcare, Automotive, Retail Services, Property Management, Financial Services, Storage and more use our platform to:

**Monitor, request and respond to online reviews

**Improve star ratings and search result rankings

**Audit and maintain business listings and location directories across the web

**Manage social media engagement and advertising

**Make operational changes to improve customer experience

**Maximize customer retention and revenue

is a World Economic Forum Global Growth Company and is funded by the same top-tier venture capital firms that backed Google, Skype, Intuit and Microsoft.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

Applicants only - Recruiting agencies do not contact.

Company info

ReputationDefender, Inc.
Website :

Company Profile
ReputationDefender was created in 2006 to defend your good name on the Internet. Today, ReputationDefender has grown to be the world's first comprehensive online reputation management and privacy company. We're the most experienced and most technologically innovative company of our kind. With customers in over 35 countries, ReputationDefender is proud to serve a global customer base throughout the world's largest community - the Internet.

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