Relationship Manager

BigTime Software • Chicago, IL

74d • $80,000 - $95,000 • Hybrid

About The Position

BigTime is rebuilding its customer success model with a focus on a Relationship Manager (RM) role that owns the commercial aspect of a book of accounts. Unlike traditional Customer Success Managers (CSMs), the RM is commercially accountable for Net Revenue Retention (NRR), driving expansion, and proactively managing risk. This role leverages an AI-native operating model, where AI agents handle administrative tasks, allowing RMs to focus on high-value activities like building deep customer relationships, understanding product utilization, and identifying growth opportunities. The RM is the primary post-sale owner, responsible for retention, adoption, and expansion, requiring deep product knowledge and the ability to build trust across multiple stakeholders. This is a revenue-focused role where retention is the minimum expectation.

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 held through personnel changes and product transitions.
• Comfortable with ambiguity and motivated by building something that doesn’t fully exist yet.
• Capable of operating without a complete playbook.
• Commercially motivated. Comfortable with quota, variable comp tied to NRR and expansion, and a scoreboard that’s visible to everyone.
• Product fluent. Understands what success looks like across every BigTime module — Delivery, Resource Management, Quotes, Payments, Enterprise — and how firms get maximum value when modules work in combination. Can run a product conversation with a firm’s finance or operations lead without support.
• Financially oriented. Understands their book as a portfolio and prioritizes time and effort based on ARR, renewal timing, and expansion potential.
• Relationship-driven at multiple levels. Builds with economic buyers, not around them. Maintains those relationships through renewals, personnel changes, and product transitions.
• Proactive by default. Identifies risk and opportunity before they surface in customer conversations. Does not wait for escalations.
• Builder mentality. Willing to help define processes, flag what’s broken, and build the playbook alongside leadership.
• Applicants must be authorized to work in the U.S.
• Unable to sponsor or take over sponsorship of an employment Visa or STEM OPT at this time.

Nice To Haves

• 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 accelerates credibility with customers.

Responsibilities

• Maintain proper hygiene in CS tools (vitally, salesforce, etc…)
• Run independent account audits across your book. Assess product utilization by module, identify adoption gaps, and build a prioritized maturity roadmap for each firm
• Lead onboarding and enablement without escalation. Configure workflows, deliver training, and set up each firm’s BigTime instance based on how that firm actually operates.
• Follow the RM Engagement Model for how we engage every account in your book, the right cadence, touchpoints, and stakeholder coverage based on account tier, so no customer falls outside the standard for how we show up for them.
• Operate BigTime’s AI agent stack — at-risk alerts, QBR prep, client intelligence. Learn it, use it, improve it.
• Translate a firm’s business model into a BigTime usage strategy. Understand how they staff projects, track time, manage resources, and bill clients. Then show them where they’re leaving value on the table.
• Build and close expansion pipeline within your book. Run account plans, identify incremental revenue opportunities, and close them.
• Manage renewal health proactively. Risk should never surface in a renewal conversation. Build multi-stakeholder relationships — including with economic buyers — that outlast any single champion.
• Partner with Forward Deployed Engineers on accounts where deeper technical engagement unlocks adoption or reduces churn risk. You own the relationship; they go deep on the technical side.

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