Relo Metrics

Senior Customer Success Manager

Relo Metrics

full-time

Posted on:

Location Type: Office

Location: Connecticut • District of Columbia • United States

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Salary

💰 $80,000 - $95,000 per year

Job Level

Senior

About the role

  • 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
Benefits
  • Competitive base pay
  • Performance-based backend component
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account managementrenewal processupsell processdata analysisstrategic planningperformance monitoringprocess optimizationCRM management
Soft Skills
client relationship buildingcommunicationproblem solvinganalytical thinkingstrategic mindsetproactive executionexecutive presenceentrepreneurial mindset