Enterprise Client Success Manager

Bertelsmann•Morrisville, NC

9d•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 and customer and portfolio data to prioritize action. The role coordinates Sales, Professional Services, Support, Technical Success, Product, Finance, Legal, and other specialists around a shared account plan. Success requires business judgment, communication, relationship management, analytical capability, and commercial fluency. This is a flexible hybrid position for someone living in North Carolina within a commutable distance of Relias’s Morrisville headquarters. The role is expected to work onsite 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 requiring ownership of customer outcomes, retention, or commercial results.
Bachelor’s degree in Business, Communications, Marketing, Healthcare Administration, or a related field.
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.
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 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 approval processes.
Strong business acumen and ability to understand client priorities, connect solution adoption to desired outcomes, and communicate value in relevant business language.
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, including the ability to interpret customer health, adoption, engagement, support, and commercial data and turn insights into action.
Sound judgment and professional maturity, including the ability to determine when to lead, coordinate, route, or escalate work.
Ability to assess complex customer environments, identify factors influencing customer outcomes and renewal success, and develop account strategies that address root causes.
Highly organized and detail-oriented, able 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 renewal activities.
Must live in North Carolina within a commutable distance of the Morrisville headquarters; expected onsite approximately 30 days per quarter.

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 (CVOs), and measures of success.
Create and maintain success plans connecting CVOs to adoption milestones, product usage, measurable outcomes, renewal readiness, and agreed client actions.
Analyze customer adoption, engagement, product usage, support, and commercial data to identify trends, gaps, risks, and opportunities to accelerate value realization.
Connect product adoption and customer activity to measurable client objectives, communicate progress toward client goals, and document outcome evidence.
Execute Enterprise adoption and value-realization playbooks, tailoring the approach 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 for assigned accounts and maintain an effective operating cadence throughout the customer lifecycle.
Build and maintain multi-threaded stakeholder maps and durable relationships with administrators, operational leaders, decision makers, economic buyers, and executive sponsors.
Tailor communications to stakeholder needs while maintaining consistent account messaging and alignment to client priorities and success measures.
Lead business and value reviews covering client priorities, outcomes, risks, product adoption, open actions, and upcoming decisions.
Maintain account strategies and coordinate internal contributors around clear owners, dates, and next actions; represent the client internally with fact-based feedback and realistic expectations.
Own renewal outcomes and maintain accurate, evidence-based forecasts for assigned renewals.
Begin renewal planning early by confirming decision criteria and stakeholders, validating achieved value, surfacing risks, and executing documented renewal plans.
Use health indicators, adoption trends, stakeholder engagement, outcome achievement, and commercial data to inform forecasts, risk assessments, and retention strategies.
Lead standard renewal conversations and commercial coordination, including proposals, pricing and packaging discussions, negotiations, approvals, paperwork, and signature follow-up.
Identify churn and reduction risks, develop save plans, and coordinate relevant internal resources.
Maintain complete and accurate renewal opportunities, risks, next steps, amounts, dates, contacts, and supporting rationale in Salesforce and the designated customer success platform.
Determine which work to lead and which transactional activity to route to Renewal Management, digital workflows, or operational support.
Identify qualified expansion signals and provide Sales with client context, value evidence, readiness assessment, and a clear handoff.
Prioritize portfolio activity based on customer health, renewal timing, risk, opportunity, business impact, and required client outcomes.
Monitor health indicators, engagement, stakeholder alignment, adoption, support activity, and commercial signals to identify risks and determine interventions.
Assess readiness for new products or expanded use, including sponsor commitment, deployment plans, stakeholder capacity, existing product adoption, and expected value.
Provide a clear customer success position on expansion readiness and escalate product capability, customer readiness, or unresolved value gaps that could create renewal risk.
Coordinate escalations and hold internal and client-side owners accountable for actions without assuming ownership of product defects, implementation delivery, or incident resolution.
Support platform migration and product launch motions using approved readiness, communication, adoption, and value playbooks.
Maintain high-quality account, contact, CVO, health, activity, risk, success-plan, outcome, and renewal data in company systems.
Use customer and portfolio data for account planning, prioritization, forecasting, and continuous improvement.
Use approved technologies, automation, and AI-enabled capabilities to improve productivity, customer insights, and administrative efficiency.
Use digital journeys and standardized assets in account strategies and understand client communications deployed through those programs.
Provide actionable, fact-based 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 the employee portion of the monthly premium paid by Relias.
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 and professional development programs and technology and data science Nanodegree options.
Professional development through conference attendance and participation in organizations such as NC Tech.
Onsite coffee shop providing free coffee and pastries to employees.