Enterprise Client Success Manager

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options – you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program – a great introduction to our company, customers and culture!
• Growth and career advancement opportunities!
• Promotes internal mobility and career growth aligned with evolving business needs
• Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
• Professional development gained from conference attendance and participation in organizations like NC Tech
• Onsite 321 Coffee Shop providing free coffee and pastries to employees

• Learning each client's business priorities, operating environment, stakeholders, purchased solutions, intended Client Value Objectives (CVOs), and measures of success.

• Learning each client's business priorities, operating environment, stakeholders, purchased solutions, intended Client Value Objectives (CVOs), and measures of success.
• Creating and maintaining a success plan that connects CVOs to adoption milestones, product usage, measurable outcomes, renewal readiness, and agreed client actions.
• Analyzing customer adoption, engagement, product usage, support, and commercial data to identify trends, adoption gaps, risks, and opportunities to accelerate value realization.
• Connecting product adoption and customer activity to measurable client objectives and business outcomes, helping clients understand progress toward their stated goals.
• Executing defined Enterprise adoption and value-realization playbooks and tailoring the approach when account conditions require judgment or escalation.
• Coordinating with Professional Services, Support, Technical Success, Product, and other specialists to remove barriers while maintaining clear ownership of client outcomes.
• Documenting outcome evidence and communicating value in language relevant to administrators, operational leaders, decision makers, and executives.

• Serving as the primary post-sale relationship owner for assigned accounts and maintaining a reliable operating cadence across the customer lifecycle.

• Serving as the primary post-sale relationship owner for assigned accounts and maintaining a reliable operating cadence across the customer lifecycle.
• Building and maintaining a multi-threaded stakeholder map that includes administrators, operational leaders, decision makers, economic buyers, and executive sponsors.
• Developing durable relationships with stakeholders who influence adoption, value, renewal, and future product readiness.
• Tailoring communication and engagement strategies to the needs of different stakeholder groups while maintaining clear, consistent account messaging.
• Developing a working understanding of each client's organizational priorities, business context, and success measures so engagement remains aligned to desired outcomes.
• Leading business and value reviews that connect client priorities, outcomes, risks, product adoption, open actions, and upcoming decisions.
• Maintaining a complete account strategy and coordinating internal contributors around clear owners, dates, and next actions.
• Representing the client internally with fact-based feedback while setting realistic expectations and leading difficult conversations professionally.

• Owning the renewal outcome and maintaining an accurate, evidence-based forecast for every assigned renewal.

• Owning the renewal outcome and maintaining an accurate, evidence-based forecast for every assigned renewal.
• Starting renewal planning early, confirming decision criteria and stakeholders, validating value achieved, surfacing risk, and executing a documented renewal plan.
• Using account health indicators, adoption trends, stakeholder engagement, outcome achievement, and commercial data to inform renewal forecasts, risk assessments, and retention strategies.
• Leading standard renewal conversations and commercial coordination, including proposal development, pricing and packaging discussions, negotiation, internal approvals, paperwork progression, and signature follow-up.
• Identifying churn and reduction risks early, creating save plans, and coordinating the appropriate Sales, Finance, Deal Desk, Legal, Product, Support, or leadership resources.
• Maintaining complete and accurate renewal opportunities, risks, next steps, amounts, dates, contacts, and supporting rationale in Salesforce and the designated CS platform.
• Using judgment to distinguish work the CSM should lead from transactional activity that should be routed to Renewal Management, digital workflows, or other operational support.
• Identifying qualified expansion signals and providing Sales with client context, value evidence, readiness assessment, and a clear handoff.

• Managing and prioritizing activity across the assigned portfolio based on customer health, renewal timing, risk, opportunity, business impact, and required client outcomes.

• Managing and prioritizing activity across the assigned portfolio based on customer health, renewal timing, risk, opportunity, business impact, and required client outcomes.
• Monitoring customer health indicators, engagement patterns, stakeholder alignment, product adoption, support activity, and commercial signals to proactively identify emerging risks and determine appropriate interventions.
• Assessing business readiness for new products or expanded use, including sponsor commitment, deployment plans, stakeholder capacity, adoption of existing products, and expected value.
• Providing a clear CS position on expansion readiness and escalating when product capability, customer readiness, or unresolved value gaps could create renewal risk.
• Coordinating escalations and holding internal and client-side owners accountable for agreed actions without assuming ownership of product defects, implementation delivery, or incident resolution.
• Supporting platform migration and product launch motions using approved readiness, communication, adoption, and value playbooks.

• Maintaining high-quality account, contact, CVO, health, activity, risk, success

• 5 years of relevant experience in customer success, account management, client services, renewals, or another client-facing role requiring ownership of customer outcomes, retention, or commercial results.

• 5 years of relevant experience in customer success, account management, client services, renewals, or another client-facing role requiring ownership of customer outcomes, retention, or commercial results.
• Demonstrated experience managing complex client relationships and coordinating internal stakeholders to resolve risk, advance adoption, or achieve customer outcomes.
• Experience using customer, product, engagement, or commercial data to prioritize work, assess account health, and support retention decisions.
• Bachelor’s degree in Business, Communications, Marketing, Healthcare Administration, or a related field.
• Strong customer success, account management, or consultative relationship-management capability within complex business-to-business environments.
• Demonstrated ability to manage a portfolio or book of business, prioritize competing demands, and maintain disciplined follow-through across multiple customer lifecycle stages.
• Commercial fluency and confidence leading renewal conversations, discussing value and contract terms, navigating approved pricing and packaging guardrails, and coordinating internal approval processes.
• Strong business acumen with the ability to understand client priorities, connect solution adoption to desired outcomes, and communicate value in relevant business language.
• Demonstrated ability to leverage technology, automation, and AI-enabled tools to improve efficiency, analyze information, and support customer success activities.
• Excellent written, verbal, facilitation, negotiation, and presentation skills, including the ability to engage diverse stakeholders and lead difficult conversations professionally.
• Strong analytical and problem-solving skills, with the ability to interpret customer health, adoption, engagement, Support, and commercial data and translate insights into action.
• Sound judgment and professional maturity, including the ability to determine when to lead, coordinate, route, or escalate work.
• Demonstrated ability to assess complex customer environments, identify the factors influencing customer outcomes and renewal success, and develop account strategies that address root causes rather than symptoms.
• Highly organized and detail oriented, with the ability to work independently, maintain accurate systems of record, meet deadlines, and deliver high-quality outcomes in fast-paced environment.
• Proficiency with MS Office applications and experience using CRM and customer success platforms to manager customer relationships, account planning, forecasting, and renewal activities.

• Experience supporting Enterprise or high-value business-to-business accounts in a SaaS, technology, healthcare, workforce enablement, or related environment.
• Experience owning or materially contributing to commercial renewals, retention forecasts, save plans, or contract discussions.
• Experience with Salesforce and a customer success management platform.