Centime Inc. · 5 hours ago

Director of Client Relations

United States

Full-time

Remote

Director/Executive

5+ years exp

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Responsibilities

Customer Engagement: Build relationships with Centime’s existing clients, conducting business reviews and identifying opportunities for account growth through upsells and cross-sells.

Advocacy Programs: Develop and execute programs that transform customers into advocates by driving positive reviews (e.g., G2), securing testimonials, and recruiting references for case studies and referrals.

Customer Metrics Management: Measure, report on, and improve key customer success metrics, such as Net Promoter Score (NPS), churn by cohort, and Net Revenue Retention (NRR).

Cross-Functional Collaboration: Partner closely with Marketing, Sales, Product, and Client Success teams to ensure seamless customer experiences and amplify the voice of the customer across the organization.

Strategic Initiatives: Use AI tools and creative approaches to maximize results on a limited budget. Develop scalable processes that can evolve into a department as the program grows.

Content Support: Collaborate with marketing to highlight customer success stories, share best practices, and create compelling client advocacy materials.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Client AdvocacyCustomer SuccessSaaS ExperienceAccount ManagementMetrics UnderstandingStrategic ThinkingNPSNRR

Required

5+ years of experience in client advocacy, customer success, or account management roles in SaaS

Proven track record of building strong customer relationships and translating satisfaction into measurable advocacy results

Strong understanding of key customer metrics like NPS and NRR and a demonstrated ability to use data to inform strategy

Ability to think strategically while rolling up your sleeves to execute on plans

Exceptional written and verbal communication skills, with the ability to collaborate across departments and communicate value effectively to stakeholders

You thrive in a startup environment, finding creative solutions to deliver big results on a shoestring budget

Individual contributor role with the potential to grow into a team lead or director role as your advocacy programs mature (driven by you)