Senior Customer Success Manager

Relo Metrics is at the forefront of sports sponsorship analytics, empowering brands and rights holders with actionable insights to maximize their investments. As an industry leader, we harness advanced computer vision technology to analyze broadcast, streaming, and social media content, delivering precise, real‑time data that drives sponsorship value. Join our team of innovative thinkers and pioneers in a collaborative environment where technology meets creativity, and be a part of transforming the sports analytics landscape. Whether you are starting your career or looking to advance it, Relo Metrics offers a place where your work will make an immediate impact. What You’ll Achieve Drive Account Retention & Growth: Manage a diverse portfolio of Enterprise and SMB clients (rights holders, agencies, and brands), ensuring high retention and closing routine renewals and upsells. Build Strategic Executive Relationships: Establish long‑lasting, trusted partnerships across client organizations, mapping key stakeholders up to the executive level to secure long‑term loyalty. Develop Strategic Account Roadmaps: Create and execute annual account plans that define the path to client success while advocating for the necessary internal resources to achieve them. Serve as an Industry Thought Leader: Guide clients on industry best practices and platform optimization, ensuring they derive ongoing, measurable business value from the software. Proactively Surface Business Opportunities: Continuous monitoring of client platform performance to identify trends, share best practices, and unlock new expansion avenues. Lead High‑Impact Issue Resolution: Act as the primary point of contact for assigned accounts, swiftly managing critical client requests and executing escalation action plans to completion. Champion Product & Process Optimization: Partner with internal teams to streamline client management tools, while translating client feedback into actionable product development opportunities. Champion Client Success Stories: Partner with Marketing to build and share impactful client case studies that highlight unique, successful use cases of the platform. Skills You’ll Bring Revenue Expansion & Retention: A proven track record of managing a recurring revenue book of business, including successfully navigating renewals and driving upsell growth. Executive Presence: The ability to command a room and concisely articulate platform value to stakeholders at any level, from managers to C‑suite executives. Strategic & Entrepreneurial Mindset: A proactive, business‑focused approach to customer success, combining high‑level strategy with executional excellence. Analytical Problem Solving: Continuous improvement mindset, with strong analytical skills focused on optimizing client outcomes and internal processes. Customer Experience (CX) Focus: A deeply ingrained customer‑first mindset, dedicated to understanding client health and driving product adoption. Preferred Qualifications Core Account Management Experience: 4–7 years of hands‑on experience managing complex customer portfolios and commercial growth. CS Tooling Proficiency: Practical experience utilizing industry tools such as Salesforce, Pendo, or specialized Customer Success platforms. In‑Market Mobility: Ability and willingness to travel in‑market up to 20% of the time to engage with clients face‑to‑face. What We Offer At Relo, competitive base pay is a part of a total rewards package. The reasonable estimated base pay range for this role is from $80,000 - $95,000 annually plus a backend component tied to performance. 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. Note: Relo Metrics fosters a flexible work environment, offering employees the ability to work either in‑office or remotely/from home. However, if you are located within a commutable distance to one of our offices, you may need to come into the office for occasional in‑person collaboration. This position will be considered only in the following east coast states: MA, CT, NY, NJ, DC, PA, FL. As set forth in Relo Metrics (a Division of GumGum)’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. #J-18808-Ljbffr