Senior Client Success Manager

Duties & Responsibilities 

• Develop and manage a portfolio of enterprise clients with a focus on adoption, increasing the client value, and supporting retention and growth 
• Own the end-to-end customer relationship, from go-live through renewal, for our largest and most strategic clients while executing a success plan for each 
• Identify areas of growth within the account, other business units, as well as generate additional experience opportunities within 
• Build strong relationships and serve as a subject matter expert 
• Quarterback high impact engagements, particularly execute business reviews to communicate Relay’s value and impact to client executives
• Leverage your client relationships and knowledge of Relay’s solution to generate upsell opportunities that you will collaborate with the Sales team on
• Advocate for the client to internal stakeholders. Share client feedback and insights to Product, Technology, Support, Marketing and Sales on the innovation and improvements needed to optimize the experience
• Partner with Relay’s Implementation and Support team to ensure a smooth onboarding process, communicate the client’s interests and requests, as needed
• Own the retention number for your book of business

Indicators of Success