Enterprise Client Success Manager

Relias US•Morrisville, NC

8d•Hybrid

About The Position

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 client priorities into actionable success plans, 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. The CSM applies standardized Enterprise playbooks, uses customer and portfolio data to prioritize actions, and coordinates internal specialists around shared account plans. The role serves as the primary post-sale relationship owner for assigned accounts, aligning product adoption and customer activity with clients’ stated objectives. It leads business and value reviews, maintains account strategies and stakeholder maps, coordinates cross-functional efforts, and communicates evidence of value to stakeholders at different levels. The CSM also owns renewal outcomes and forecasts, leads standard renewal and commercial conversations, identifies churn risks and expansion signals, and maintains accurate account and renewal information in company systems. The position is based in a flexible hybrid work environment. Employees must live in North Carolina within commuting distance of the Morrisville headquarters and are expected to work there approximately 30 days per quarter.

Requirements

At least 5 years of relevant experience in customer success, account management, client services, renewals, or another client-facing role involving 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 in complex business-to-business environments.
Ability to manage a portfolio or book of business, prioritize competing demands, and maintain disciplined follow-through across customer lifecycle stages.
Commercial fluency and confidence leading renewal conversations, discussing value and contract terms, working within approved pricing and packaging guardrails, and coordinating internal approvals.
Strong business acumen and ability to connect solution adoption to client priorities and desired outcomes and communicate value in relevant business language.
Ability to use 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, including interpreting customer health, adoption, engagement, Support, and commercial data and translating insights into action.
Sound judgment and professional maturity, including knowing when to lead, coordinate, route, or escalate work.
Ability to assess complex customer environments, identify factors influencing outcomes and renewal success, and develop account strategies that address root causes.
Highly organized and detail-oriented, with the ability to work independently, maintain accurate systems of record, meet deadlines, and deliver high-quality outcomes in a fast-paced environment.
Proficiency with MS Office applications and experience using CRM and customer success platforms to manage customer relationships, account planning, forecasting, and renewals.
Must live in North Carolina within a commutable distance of the Morrisville headquarters, approximately a one-hour commute.

Nice To Haves

Experience supporting Enterprise or high-value B2B accounts in SaaS, technology, healthcare, workforce enablement, or a 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.

Responsibilities

Learn each client's business priorities, operating environment, stakeholders, purchased solutions, Client Value Objectives, and measures of success.
Create and maintain success plans connecting client objectives to adoption milestones, product usage, measurable outcomes, renewal readiness, and agreed actions.
Analyze customer adoption, engagement, product usage, support, and commercial data to identify trends, gaps, risks, and opportunities.
Connect product adoption and customer activity to client objectives and business outcomes, and communicate progress and outcome evidence to relevant stakeholders.
Execute Enterprise adoption and value-realization playbooks, adapting approaches when account conditions require judgment or escalation.
Coordinate with Professional Services, Support, Technical Success, Product, and other specialists to remove barriers while maintaining clear ownership of client outcomes.
Serve as the primary post-sale relationship owner and maintain an effective operating cadence across the customer lifecycle.
Build and maintain stakeholder maps and durable relationships with administrators, operational leaders, decision makers, economic buyers, and executive sponsors.
Lead business and value reviews; maintain account strategies; coordinate contributors around clear owners, dates, and next actions.
Represent client feedback internally, set realistic expectations, and lead difficult conversations professionally.
Own renewal outcomes and maintain accurate, evidence-based forecasts for assigned renewals.
Plan renewals early by confirming decision criteria and stakeholders, validating value, surfacing risks, and executing documented renewal plans.
Lead standard renewal conversations and commercial coordination, including proposals, pricing and packaging discussions, negotiation, approvals, paperwork, and signature follow-up.
Identify churn and reduction risks, create save plans, and coordinate appropriate internal resources.
Maintain accurate renewal opportunities, risks, next steps, amounts, dates, contacts, and supporting rationale in Salesforce and the designated customer success platform.
Identify qualified expansion signals and provide Sales with client context, evidence of value, readiness assessments, and handoffs.
Prioritize portfolio activity based on customer health, renewal timing, risk, opportunity, business impact, and required outcomes.
Monitor health indicators, engagement, stakeholder alignment, adoption, support activity, and commercial signals to identify risks and determine interventions.
Assess customer readiness for new products or expanded use, and provide a clear Customer Success position on expansion readiness.
Coordinate escalations and hold internal and client-side owners accountable without taking ownership of product defects, implementation delivery, or incident resolution.
Support platform migrations and product launches using approved readiness, communication, adoption, and value playbooks.
Maintain high-quality account, contact, objective, health, activity, risk, success-plan, outcome, and renewal data in company systems.
Use customer and portfolio data, approved technologies, automation, AI-enabled capabilities, and digital journeys to improve productivity, insights, account planning, prioritization, and customer engagement.
Provide actionable customer feedback and market observations to improve products, playbooks, processes, and customer experience.
Follow operating standards, meet deadlines, contribute reusable lessons and playbook improvements, and support onboarding or peer development as experience grows.

Benefits

Health and wellness benefits package, including healthcare coverage with Relias paying the employee portion of the monthly healthcare premium.
401(k) match.
Flexible PTO program.
Inclusive parental leave policy.
Flexible hybrid work environment with onsite and work-from-home options.
Employee Resource Groups open to all employees.
Comprehensive onboarding program.
Growth and career advancement opportunities, including internal mobility.
Leadership development, professional development curriculums, and Nanodegree options in technology and data science.
Professional development through conference attendance and participation in organizations such as NC Tech.
Onsite coffee shop providing free coffee and pastries.