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Relo Metrics · 3 months ago

Senior Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$100K/yr - $110K/yr

4+ years exp

Relo Metrics is an AI-powered, fast-growing global SaaS company focused on sports sponsorship analytics. The Senior Customer Success Manager will manage a portfolio of Enterprise and SMB clients, ensuring client retention and upsell through strategic account management and strong client relationships.

AnalyticsArtificial Intelligence (AI)Computer VisionDatabaseMarketingSoftwareSponsorshipSports

Responsibilities

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

Operate as the lead point of contact for assigned client accounts

Develop 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

Build strong and long-lasting client relationships as their trusted contact translating to retention and revenue growth; ensure we have strategic relationships mapped among executives

Guide clients in usage and maintenance 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 inquiries and bug fix requests (to Support), 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

Qualification

Account managementSaaS experienceRevenue growthClient engagementSports sponsorshipCustomer-centric mindsetEntrepreneurial mindsetExecutive presenceProblem solving

Required

4 -7 years' experience managing a book of business in recurring revenue including managing the renewal and/or upsell process

Experience in account management and/or within the sponsorship/partnership industry required, with an understanding of SaaS/data and sports background preferred

Proven experience in growing and expanding revenue streams

Professional experience in client engagement and experience - both virtually and in-person

Travel experience and expectations to go in market 25% of the time

Bachelor's degree or higher

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?'

Outgoing nature with a strategic, proactive approach and attention to executional excellence

Customer-centric mindset

Preferred

Experience in account management and/or within the sponsorship/partnership industry required, with an understanding of SaaS/data and sports background preferred