Team Lead, Relationship Management - Grata

Datasite•New York, NY

10d•Hybrid

About The Position

Grata for Datasite is the leading private market dealmaking platform. We make it easy to find, research, and engage with private companies. Our platform has the most comprehensive, accurate, and searchable proprietary data on private companies, their financials, and their owners. We help leading investors (PE/growth), investment bankers, management consultants, and corporate development teams discover and win more deals. Grata has over 1,500 customers and has been widely recognized as the market leader by G2, PE Wire, and more. Grata is looking for an exceptional Team Lead to join our Relationship Management organization. In this player-coach role, you’ll manage a partial book of full lifecycle accounts, while supporting and enabling a broader team of Relationship Managers (RMs) across both retention and growth motions. Reporting to a Director of Relationship Management, you’ll drive execution, consistency, and coaching across the Relationship Management organization. You’ll help stabilize accounts at risk, scale best practices for adoption and value realization, and guide RMs to deliver strong commercial outcomes. We take pride in building an amazing product and providing the best possible customer experience. We are looking for someone to drive excellence in themselves and inspire it in their team. Grata is a hybrid company, which means our employees work from our NYC office on Mondays, Tuesdays and Thursdays.

Requirements

4+ years of work experience in customer success, account management, or relationship management.
1+ years of experience in building, managing, or coaching a high performing customer success team and/or peers
Passionate about developing people and coaching your team to meet their full potential
Proven success with owning and driving onboarding, adoption, customer renewals, upsells and NRR
Ability to work independently and lead initiatives in a fast-paced environment
Excellent critical thinking skills; able to break down business problems and create solutions that align to business goals
Exceptional communication skills, both verbal and written, and ability to work across groups

Nice To Haves

SaaS specific experience is a bonus but not a requirement.

Responsibilities

Own a book of customers
Drive end-to-end customer success by combining commercial strategy with deep engagement to maximize adoption, retention, and overall NRR across your book of business.
Serve as the primary point of contact for all account needs, conduct value reviews, and partner cross-functionally with Sales, Product, Engineering to streamline customer experience and expand use cases.
Build strong multi-level customer relationships, proactively mitigate risks, and grow revenue through renewals, upgrades, and increased product adoption to ensure consistently high client health.
Manage a small RM team
Lead a team of 1-2 Relationship Managers, each with their own book of business, to achieve commercial outcomes of >100% NRR.
Own your team’s metrics, and drive the plan to exceed them, specifically renewal success, upsells, product adoption, license utilization, risk mitigation and value delivery.
Impact team member performance, growth, collaboration, and development through ongoing coaching and mentorship.
Operationalize Success
Identify patterns across accounts and coach the team to improve consistency and execution.
Build playbooks, systems and programs that raise the bar for customer engagement, adoption, and retention.
Define, track, and share key metrics related to customer health, retention, and team performance.
Partner with leadership to improve visibility into leading indicators and drive data-informed decision-making.
Proactively invest time and effort towards staying up to date with relevant knowledge and know-how geared towards making each of their team members better through feedback and process optimization.