Sr Customer Success Manager

About Relo Metrics

Since day one, the Relo Metrics team has pushed past traditional boundaries in the sports sponsorship arena to ensure our clients are always a step ahead through innovative, intuitive data solutions.

Relo Metrics is an AI-powered, fast-growing, global Saas company that works with marquee sports leagues, clubs, agencies and brands to help them realize and optimize the value of their sports sponsorship investments. Our sponsorship analytics intelligence platform empowers our clients with the insights they need to retain and grow revenue with dedicated support from our world-class team of industry experts.

Sound like Relo Metrics could be a good fit for you? Check out our Careers page to learn more!

Sr. 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 background and thrives in a fast-paced environment. This person will orchestrate account success by partnering with Marketing, Product, Sales and Executive Leadership. The Sr. Customer Success Manager will report into the VP of Customer Success.

What You'll Be Doing

One Sentence Summary (Ex: "You have a strong passion for sports, previous hands-on account management experience, with a SaaS/data background and thrive in a fast-paced environment.")

• 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 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 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
  
  

Qualifications

• 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 40% of the time
  
  

Location: Preferably in the NYC or LA metro market, but remote will be considered.

What's In It For You?

At Relo Metrics, competitive base pay is a part of a total rewards package which also includes benefits and wellness. The reasonable estimated base pay range for this role is from $85,000 - $100,000 annually. 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.

The total rewards package offered also includes an employer-matched 401(k) retirement plan, and depending on the role, participation in a bonus, commission, or stock incentive program. Your recruiter can share more specifics during the hiring process. Learn more about our U.S. benefits & perks package at gumgum.com/benefits.

• Please note that Relo Metrics currently only supports hires in the following US states:
  
  

Arizona, California, Colorado, Connecticut, District of Columbia, Illinois, Massachusetts, New Jersey, New York, Oregon, Pennsylvania, Virginia

The Pay Range For This Role Is

85,000 - 100,000 USD per year(United States)