Join the LLR family of private equity-backed growth companies.

Senior Client Success Manager

Relay Network

Relay Network

Customer Service
Radnor, PA, USA
Posted on Tuesday, June 4, 2024

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

The ideal candidate will be an ambitious individual who embraces the start-up mentality and the agile work atmosphere of a growth-oriented organization. Ultimate success will be measured by delivering on commitments, exceeding goals, and achieving both with integrity and respect for co- workers. In addition, the candidate will have:

  • Strong organization and project management skills
  • Excellent communication and presentation skills
  • Passion for client service and technology

Relevant Experience

  • 6+ years of experience in Client Success, Account Management, Project Management, or other client-facing roles
  • Understanding of customer experience management solutions, customer journeys, and customer satisfaction survey technologies (Net Promoter Scores)
  • Leadership capabilities with the desire for career advancement
  • Strong communication skills, both verbal and written
  • Demonstrated presentation skills with the ability to story tell
  • Executive level presence with the proven ability to develop relationships with stakeholders and decision makers
  • Salesforce/Salesforce Marketing Cloud experience
  • SaaS, start-up experience is a plus
  • Experience in healthcare or financial services industries is a plus
  • Bachelor’s degree, required