Enterprise Client Success Manager

Enterprise Client Success Manager

Are you looking for a high energy, strategic, and fast-paced position with an impactful and mission-driven company? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes! For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.

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
• Relationship and Account Leadership
• Renewal and Commercial Ownership
• Portfolio Readiness, Risk, and Cross-Functional Execution
• Operating Discipline, Customer Advocacy, and Team Contribution

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.