Customer Success Manager

The job overview for the Reltio Customer Success Manager (CSM) role is that the CSM is responsible for driving customer adoption and retention, mitigating risk, and providing overall guidance and thought leadership for customers. They serve as the primary point of contact for customers after implementation, using their knowledge of the products, customer industry, and technical expertise to facilitate adoption and utilization of Reltio products. The CSM acts as a trusted advisor, articulating value and demonstrating how Reltio solutions enable customers to achieve their desired outcomes. They build and maintain strong relationships with customers to ensure their success on the platform and the retention and growth of the customer base.

Account management for large enterprise customers to help them gain value from Reltio as measured by retention, adoption, growth, and customer advocacy.

Holds and grows a trusted advisor relationship with customer sponsors such that all activities are closely aligned with the customer's business case, strategy, and goals allowing the full potential of the Reltio solutions to be realized.

Track, report, and benchmark all milestone-related adoption activities such that the overall success of the customer's initiative can be closely monitored including visibility to the executive sponsors.

Actively promote all current products the customer has licensed while identifying additional opportunities to showcase additional features, products, and services.

Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value.

Recommends specific solutions to achieve the customer's desired result that align with best practices of the product and industry.

Design metrics and measures in order to measure ROI on the company's products by the customer.

Timely data capture and documentation within internal applications to ensure data-driven decisions are being made to proactively identify adoption and retention risk.

Work closely with the sales team to identify and pursue upsell and cross-sell opportunities.

Experience in customer success management or account management

Ability to drive customer adoption and retention

Knowledge of the products being sold and the customer industry and/or business processes

Technical and architecture background

Industry experience to become a trusted advisor to customers

Ability to articulate value and demonstrate how Reltio solutions will enable customers to achieve their desired outcomes

Consulting skills and ability to effectively communicate with executives

Ability to build and maintain strong customer relationships

Account management experience for large enterprise customers

Ability to track, report, and benchmark adoption activities

Promote and showcase additional features, products, and services

Ability to demonstrate product features beyond central functionality

Recommend specific solutions to achieve customer's desired results

Design metrics and measures to measure ROI on the company's products

Data capture and documentation skills

Ability to identify and pursue upsell and cross-sell opportunities

Ability to develop strategic and technical plans to help customers achieve their objectives

Ability to work with marketing teams to boost customer advocacy and develop case studies

Ability to serve as the day-to-day contact for assigned customers

Facilitation and leadership skills for customer meetings

Ability to document and review success plans

Consultative approach to help customers achieve their goals

Ability to identify and track critical customer information

Product expertise and architectural guidance

Ability to provide required visibility into account health

Ability to manage and prioritize multiple customer accounts

Ability to carry out customer-success strategies and best practices

• Competitive salary range of $95,000 - $196,000 USD
• Equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status
• Consideration of qualified applicants regardless of criminal histories
• Commitment to working with and providing reasonable accommodation to applicants with physical and mental disabilities