Relationship Manager

BigTime Software • Chicago, IL

11d • Hybrid

About The Position

BigTime is rebuilding how customer success works, not iterating on it. The Relationship Manager is the commercial owner of a book of BigTime accounts, carrying a quota and owning Net Revenue Retention (NRR). This role is responsible for closing expansion and proactively managing risk, rather than waiting for renewals. The traditional Customer Success Manager (CSM) model, which is reactive and satisfaction-focused, does not align with BigTime's approach. The Relationship Manager (RM) is the primary owner of the customer relationship post-sale, accountable for retention, adoption, and expansion. This requires deep product knowledge, strong relationships across multiple stakeholders, and the ability to identify and act on growth opportunities. BigTime operates an AI-native model where agents handle administrative tasks, allowing RMs to manage a larger book of accounts and focus on revenue-generating activities. The ideal candidate has a strong understanding of the BigTime platform, has built trust with customers, and is motivated by achieving financial targets. This role is for individuals seeking a position where retention is the minimum expectation, not the maximum achievement.

Requirements

• Demonstrable track record of owning customer outcomes and driving commercial results in a post-sale environment.
• Experience carrying a number, closing expansion, and building relationships that withstand personnel and product changes.
• Comfort with ambiguity and motivated by building something new.
• Ability to operate without a complete playbook.
• Commercially motivated, comfortable with quota and variable compensation tied to NRR and expansion.
• Product fluent across BigTime modules (Delivery, Resource Management, Quotes, Payments, Enterprise) and understanding of how modules work together for maximum customer value.
• Ability to conduct product conversations with finance or operations leads without support.
• Financially oriented, able to prioritize time and effort based on ARR, renewal timing, and expansion potential.
• Relationship-driven at multiple levels, building with economic buyers and maintaining relationships through changes.
• Proactive in identifying risk and opportunity before customer conversations surface them.
• Builder mentality, willing to help define processes, flag issues, and contribute to building the playbook.
• Experience in professional services, SaaS, or management consulting preferred.
• Familiarity with how consulting or services firms staff projects, track time, manage resources, and bill clients.
• Applicants must be authorized to work in the U.S.
• Must be able to verify identity and eligibility to work in the United States and complete required employment eligibility verification forms.
• Company is unable to sponsor or take over sponsorship of an employment Visa or STEM OPT.

Nice To Haves

• Experience in professional services, SaaS, or management consulting.
• Familiarity with how consulting or services firms staff projects, track time, manage resources, and bill clients.

Responsibilities

• Own the full post-sale lifecycle for a defined book of accounts, from onboarding through renewal and expansion.
• Achieve Net Revenue Retention (NRR) targets.
• Maintain proper hygiene in Customer Success tools, particularly Salesforce.
• Conduct independent account audits across their book to assess product utilization by module.
• Identify adoption gaps and build prioritized maturity roadmaps for each firm.
• Lead onboarding and enablement without escalation, configuring workflows, delivering training, and setting up BigTime instances based on firm operations.
• Follow the RM Engagement Model for consistent engagement across all accounts, ensuring appropriate cadence, touchpoints, and stakeholder coverage based on account tier.
• Operate BigTime’s AI agent stack, including at-risk alerts, QBR prep, and client intelligence, learning, using, and improving the tools.
• Translate a firm’s business model into a BigTime usage strategy, understanding how they staff projects, track time, manage resources, and bill clients, and identifying areas of untapped value.
• Build and close expansion pipeline within their book by running account plans and identifying incremental revenue opportunities.
• Manage renewal health proactively, ensuring risk is never a surprise in renewal conversations.
• Build multi-stakeholder relationships, including with economic buyers, that endure through personnel changes and product transitions.
• Partner with Forward Deployed Engineers on accounts where deeper technical engagement can enhance adoption or reduce churn risk.
• Own the customer relationship while FDEs focus on technical aspects.

Benefits

• Competitive salary with commissions
• Company pays 100% of benefits, including medical, dental, vision, disability and life insurance.
• 401k with generous company match.
• Hybrid work schedule: in office 3 times a week.
• Generous time off and paid company holidays.
• Paid Parental Leave.
• Fresh fruit, snacks, cold brew coffee/tea, soda and sparkling water.
• Company provided latest technology & software tools.
• A collaborative team, strong growth culture, and opportunities to make an immediate impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed