Enterprise Client Success Manager

Bertelsmann-Jobs•Morrisville, NC

9d•$65,000 - $95,000•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 commercial renewal processes with accountability for retention and revenue outcomes. The CSM applies standardized Enterprise playbooks and customer and portfolio data to prioritize action, using business judgment, communication, relationship management, analytical capability, and commercial fluency. The role coordinates Sales, Professional Services, Support, Technical Success, Product, Finance, Legal, and other specialists around shared account plans. This is a flexible hybrid position for someone living in North Carolina within commuting 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 involving 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 capabilities 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, working within approved pricing and packaging guardrails, and coordinating internal approvals.
Strong business acumen and ability to understand client priorities, connect solution adoption to 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 engaging diverse stakeholders and leading 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 determining 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 for customer relationship management, account planning, forecasting, and renewals.
Must live in North Carolina within a commutable distance of approximately one hour from the Morrisville, NC headquarters, and work 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 priorities, operating environment, stakeholders, purchased solutions, Client Value Objectives (CVOs), and measures of success.
Create and maintain success plans connecting CVOs with adoption milestones, product usage, measurable outcomes, renewal readiness, and 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 and business outcomes, and communicate progress toward clients’ goals.
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.
Document outcome evidence and communicate value to administrators, operational leaders, decision makers, and executives.
Serve as the primary post-sale relationship owner and maintain a reliable 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.
Tailor engagement strategies to stakeholder needs while maintaining clear and consistent account messaging.
Lead business and value reviews connecting client priorities, outcomes, risks, product adoption, open actions, and upcoming decisions.
Maintain complete account strategies and coordinate internal contributors around clear owners, dates, and next actions.
Represent the client internally with fact-based feedback, set realistic expectations, and lead difficult conversations professionally.
Own renewal outcomes and maintain accurate, evidence-based forecasts for assigned renewals.
Start renewal planning early; confirm decision criteria and stakeholders, validate achieved value, surface risks, and execute 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, negotiation, approvals, paperwork, and signature follow-up.
Identify churn and reduction risks, create save plans, and coordinate appropriate Sales, Finance, Deal Desk, Legal, Product, Support, or leadership resources.
Maintain accurate renewal opportunities, risks, next steps, amounts, dates, contacts, and rationale in Salesforce and the designated customer success platform.
Determine which work the CSM should lead and which transactional activity should be routed 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 outcomes.
Monitor health indicators, engagement, stakeholder alignment, adoption, support activity, and commercial signals to identify emerging risks and interventions.
Assess readiness for new products or expanded use, including sponsor commitment, deployment plans, stakeholder capacity, adoption of existing products, and expected value.
Provide a clear customer success position on expansion readiness and escalate when product capability, readiness, or unresolved value gaps could create renewal risk.
Coordinate escalations and hold internal and client-side owners accountable for agreed 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 to support account planning, prioritization, forecasting, and continuous improvement.
Use approved technologies, automation, and AI-enabled capabilities to improve productivity, customer insights, and administrative efficiency, and increase time spent on customer engagement.
Use digital journeys and standardized assets as part of 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; Relias pays 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 curricula, 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.