Senior Customer Success Manager

Senior Customer Success Manager

This full-time position requires a proactive, experienced, client-facing professional that possesses a demonstrated ability to successfully deliver on Relo Metric and client goals.

At Relo Metrics, the Customer Success team’s key focus is to help our clients achieve their business goals and ensure they recognize ongoing value from their investment in our products. We understand our clients' businesses and establish relationships with key stakeholders across the client organization to earn trust as thought leaders. The Senior Customer Success Manager will be responsible for managing a portfolio of Enterprise and SMB clients, delivering strong client retention and upsell.  Your strategic account management will enable product optimization and provide thought leadership and industry best practices.

You have a  strong passion for sports, previous hands-on account management experience, with a SaaS/data or Sports Sponsorship/Partnership background and thrives in a fast-paced environment. This person will orchestrate account success by partnering  with Marketing, Product,  Sales and Executive Leadership.  

Note that we are hiring this Sr. Customer Success Manager on the East Coast in the US, and are only open to the following states: Massachusetts, Connecticut, New York, New Jersey, Washington DC, Pennsylvania, Florida

What you’ll be doing:

• Deliver value to a portfolio of key rights holder, agency and brand  clients by providing day-to-day account management and operational support that retains and grows client accounts
• Develop strategic annual account plans that define the roadmap for client and Relo success; advocating for internal resources to help achieve that success
• Detect, negotiate and close up-selling and renewals
• Operate as the lead point of contact for assigned client accounts
• Build strategic, strong and long-lasting client relationships as their trusted contact translating to retention and revenue growth; ensure we have strategic relationships mapped among executives.
• Act as an industry thought leader, guiding clients in usage of our platform to serve their business needs and deliver ongoing value
• Monitor client performance on the platform to share best practices and identify new business opportunities 
• Serve as a secondary contact for Support inquiries, collaborating with Data Ops team and Support as needed
• Manage high impact requests or escalation action plans to completion
• Identify and define internal management process and tool optimization that strengthen our ability to deliver to clients
• Communicate within and across functions internally, reporting on the progress of initiatives and client activities with a focus on identifying product development or documentation opportunities
• Create (with Marketing) and share client case studies that exemplify successful and unique use and performance of our platform
• Manage and update CRM to ensure timely and proper data capture for company visibility, tools alignment, proactive account management and forecasting

Requirements:

• 4-7  years’ experience managing a book of business in recurring revenue including managing the renewal and/or upsell process.
• Proven experience in growing and expanding revenue streams
• Executive presence and ability to concisely articulate value to anyone, at any level within our customer base
• Entrepreneurial mindset for business strategy and customer success
• Excellent problem solving and analytical skills - continuously thinking “How can I make this better? How can we improve this?”
• Strategic, proactive mindset and executional excellence
• Experience with tools like Salesforce, Pendo, or a Customer Success tool
• Customer Experience mindset
• Travel experience and expectations to go in market 20% of the time

At Relo, competitive base pay is a part of a total rewards package. The reasonable estimated base pay range for this role is from $80,000 - $95,000 annually plus a backend component tied to performance.  The actual amount may be higher or lower. Individual compensation will vary based on factors including, but not limited to, relevant qualifications, work location, and labor market conditions.