Relationship Manager - Grata

Datasite•New York City, NY

14d•Hybrid

About The Position

Grata, part of Datasite, is a private-market dealmaking platform that helps investors, investment bankers, management consultants, and corporate development teams find, research, and engage with private companies. The Relationship Manager serves as the lead contact for assigned accounts, ensuring customer satisfaction, driving customer return on investment, and acting as a trusted advisor. The primary goal is commercial success across the account portfolio, with net revenue retention as the key metric. This hybrid role works from Grata’s New York City office on Mondays, Tuesdays, and Thursdays. The Relationship Manager combines commercial and customer-engagement strategies across each client’s annual lifecycle, supports onboarding and adoption, and grows revenue through retention, renewals, upgrades, cross-sales, and increased product usage. The role also identifies account risks and growth opportunities and coordinates with internal teams to support customer outcomes.

Requirements

3–5 years of experience in a customer-facing role.
Commercial experience managing renewals and upsells.
Proven proficiency engaging directly with customers and working independently.
Experience developing and delivering value-added customer communications, including ROI discussions, executive business reviews, user check-in calls, and regular touchpoints with key influencers.
Demonstrable success identifying and forecasting risks and growth opportunities within a book of business.
Track record of exceeding target KPIs, including renewal rate, upsell rate, monthly active usage, and NPS.
Strong organization, attention to detail, resourcefulness, problem-solving ability, and capacity to manage multiple workstreams.
Ability to adapt to change and work proactively as a team player.
Alignment with the company’s values: thoughtful, selfless, and responsive.

Nice To Haves

Curiosity about clients’ businesses.
Innovative, persuasive, and creative approach.
Goal- and results-oriented, optimistic, smart, and value-added mindset.
Confident, high-energy, and self-motivated approach.

Responsibilities

Combine commercial and engagement strategies throughout each client’s annual lifecycle to drive consistent growth and net revenue retention.
Onboard accounts and promote strong adoption and ongoing customer engagement.
Serve as the primary customer contact, answer questions by email and phone, and conduct periodic customer success reviews.
Coordinate with Product and Engineering to resolve customer issues and bugs.
Expand product usage across customer accounts and grow revenue through retention, renewals, upgrades, cross-sales, and increased user counts.
Build relationships with users, champions, and decision makers, tracking engagement scores, NPS, and customer feedback.
Identify account risks and implement churn-mitigation strategies with appropriate internal team members.
Identify and forecast account growth opportunities and risks.
Develop and deliver value-added communications, including executive business reviews, user check-in calls, and regular touchpoints with key influencers.
Meet or exceed KPIs including renewal rate, upsell rate, monthly active usage, and NPS.