Enterprise Client Success Manager

Job Description

The Enterprise Client Success Manager owns the post-sale customer lifecycle for an assigned portfolio of Enterprise accounts, from adoption through value realization and renewal. The role translates each client’s priorities into an actionable success plan, drives sustained product usage and measurable outcomes, maintains multi-stakeholder relationships, mitigates risk, and leads the commercial renewal process with accountability for retention and revenue outcomes.

Success requires strong business judgment, communication, relationship management, analytical capability, and commercial fluency. The CSM applies standardized Enterprise playbooks, uses customer and portfolio data to prioritize action, and coordinates Sales, Professional Services, Support, Technical Success, Product, Finance, Legal, and other specialists around a shared account plan.

WHAT YOU'LL BE DOING:

Customer Outcomes, Adoption, and Value Realization

• 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.

Relationship and Account Leadership

• 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.

Renewal and Commercial Ownership

• 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.

Portfolio Readiness, Risk, and Cross-Functional Execution

• 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.

Operating Discipline, Customer Advocacy, and Team Contribution

• Maintaining high-quality account, contact, CVO, health, activity, risk, success-plan, outcome, and renewal data in company systems.
• Leveraging customer and portfolio data to support account planning, prioritization, forecasting, and continuous improvement.
• Utilizing approved technologies, automation tools, and AI-enabled capabilities to improve productivity, enhance customer insights, streamline administrative activities, and increase time spent on value-added customer engagement.
• Using digital journeys and standardized assets as part of the account strategy and understanding the client communications deployed through those programs.
• Providing actionable, fact-based customer feedback and market observations to help improve products, playbooks, processes, and the customer experience.
• Following operating standards, meeting deadlines, contributing reusable lessons and playbook improvements, and supporting onboarding or peer development as experience grows.

Qualifications:
Qualifications

YOU HAVE WHAT IT TAKES IF YOU HAVE:

Minimum requirements:

• 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 Preferred:

• 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.

Additional Information

IN OFFICE REQUIREMENT:

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters (close to the Raleigh/Durham airport) approximately 30 days/quarter.

Relias is an Equal Opportunity Employer and a Drug-Free workplace. Relias welcomes and encourages applications from people with disabilities and is happy to make reasonable accommodations in all aspects of the selection process. If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process, please visit our career page for instructions.

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Compensation:
$65,000-$65,000 per year