Customer Success Manager

About the role

Reltio® is a cloud-native SaaS platform that harmonizes, unifies, and governs data across various sources and formats, enabling AI agents and systems to act with expert-level judgment at enterprise scale. We are dedicated to helping our customers, such as life sciences, financial services, healthcare, and technology companies, achieve frictionless operations and accelerate innovation while reducing risk.

Job Summary

The Reltio Customer Success Manager (CSM) is responsible for driving customer adoption and retention, mitigating risk, and providing guidance and thought leadership for our customers. This role requires a deep understanding of the products, customer industry/business processes, and technical expertise to facilitate adoption and utilization of Reltio products.

Job Duties And Responsibilities

• Account management for large enterprise customers to help them gain value from Reltio as measured by retention, adoption, growth, and customer advocacy.
• Provide required visibility into Customer health by identifying adoption opportunities and retention risk to align internal teams around customer's success.
• Build a comprehensive understanding of customers' business goals and objectives, crafting a strategic success plan that aligns with and supports the achievement of those goals.
• Document and review the success plan, provide guidance on the customer journey, and use a consultative approach to help customers achieve their goals.
• Hold and grow a trusted advisor relationship with customer sponsors to ensure all activities are closely aligned with the customer's business case, strategy, and goals, allowing the full potential of the Reltio solutions to be realized.
• Track, report, and benchmark all milestone related adoption activities to closely monitor the overall success of the customer's initiative, including visibility to the executive sponsors.
• Actively promote all current products the customer has licensed while identifying additional opportunities to showcase additional features, products, and services.
• Design metrics and measures to measure ROI on the company's products by the customer.
• Timely data capture and documentation within internal applications to ensure data-driven decisions are being made to proactively identify adoption and retention risk.
• Work closely with the sales team to identify and pursue upsell and cross-sell opportunities, foster synergy, create alignment, and collaborate on the creation of customer value.
• Partner with extended customer-facing account teams to develop strategic and technical plans that help customers achieve their business objectives.
• Manage the execution of these plans including the tracking of objectives, stakeholders, milestones, risks, and metrics.
• Work with Marketing teams to boost customer advocacy and develop case studies.
• Facilitate and lead customer meetings with an agenda-driven prescriptive approach to capture and measure their outcomes and value using our product.
• Identify, document, and track critical customer information such as usage, health scoring, and desired outcomes to make data-driven decisions across the organization to proactively identify and mitigate risk.

Skills You Must Have

• Bachelor's degree or equivalent experience; Minimum 5 years relevant work experience as a Technical CSM, Technical Account Manager or Success Architect in Enterprise Software space.
• Deep knowledge of cloud software solutions, master data management, data governance, data quality, and analytics concepts, architecture, and use cases.
• Ability to apply experience and deep industry knowledge to understand and navigate a customer's decision-making process, goals, strategies, and business objectives.
• Ability to build consultative effectiveness and establish trust with internal and external customers.
• Possess strong presentation, verbal, and written communication skills and command credibility with senior executives.
• Previous experience and expertise in data management consulting or solutioning.
• Previous experience and expertise in software architecture and understanding how applications fit together within a customer’s ecosystem.
• Proven effectiveness at leading and facilitating executive meetings and workshops.
• Strong discovery skills to uncover customer problems and the value associated with solving them.

Skills That Are Nice To Have

• Previous Reltio Experience.
• Reltio Certifications.
• MBA or advanced degree.

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum 5 years relevant work experience as a Technical CSM, Technical Account Manager, or Success Architect in Enterprise Software space.

Benefits

Reltio takes a market-based approach to pay and considers a range of factors. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and other business considerations. Please note that the individual total compensation for this position will be determined at the Company’s sole discretion using the factors noted. Reltio's current market range for this role is $121,000 - $240,000 USD.

Pay

Reltio's current market range for this role is $121,000 - $240,000 USD.

Schedule

N/A

Company Information

Reltio is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.