Relationship Manager - Grata

Datasite•New York, NY

15d•$130,000 - $140,000•Hybrid

About The Position

Datasite, including Grata, Blueflame AI, and Sherpany, provides infrastructure and tools for M&A. Grata is a private-market dealmaking platform that helps users find, research, and engage with private companies through proprietary data on companies, financials, and owners. Its customers include investors, investment bankers, management consultants, and corporate development teams. The Relationship Manager is the lead contact for assigned Grata accounts and is responsible for customer satisfaction, customer ROI, and commercial success. The role combines customer engagement and commercial strategies throughout the customer lifecycle, with net revenue retention (NRR) as the primary book-of-business metric. Grata operates on a hybrid schedule, with employees working from its New York City office on Mondays, Tuesdays, and Thursdays.

Requirements

3–5 years of experience in a customer-facing role.
Commercial experience managing renewals and upsells.
Proven ability to engage directly with customers and work independently.
Experience developing and delivering value-added communications that explain customer ROI, such as executive business reviews, user check-in calls, and regular touch points with key influencers.
Demonstrated success identifying and forecasting risks and growth opportunities within a book of business.
A track record of exceeding target KPIs, including renewal percentage, upsell percentage, monthly active usage, and NPS.
Strong organization, attention to detail, resourcefulness, problem-solving ability, and capacity to manage multiple work streams.
A proactive, adaptable, results-oriented approach and genuine curiosity about clients’ businesses.
Thoughtfulness, selflessness, and responsiveness in keeping with the company’s values.

Responsibilities

Onboard accounts and promote strong product adoption and ongoing engagement.
Serve as the primary customer contact, resolving questions by email and phone and conducting periodic customer success reviews.
Work with Product and Engineering to resolve customer issues and bugs.
Expand Grata usage across customer accounts and build relationships with users, champions, and decision makers.
Drive account retention, renewals, upgrades, cross-sales of product modules, and growth in user counts.
Develop and execute account strategies that increase net revenue retention and customer ROI.
Track engagement scores, NPS, and customer feedback.
Identify account risks and growth opportunities, forecast them, and implement churn mitigation strategies with relevant internal teams.
Deliver value-focused customer communications, including executive business reviews, user check-in calls, and regular touch points with key influencers.
Manage account health and performance against KPIs such as renewals, upsells, monthly active usage, and NPS.