Relationship Manager - Financial Services

Key Responsibilities

• Own and manage a portfolio of Core RIA client relationships.
• Maintain a structured engagement cadence based on firm size, complexity, and health score.
• Monitor client health indicators including: product adoption and usage depth, engagement trends, support patterns, and recurring friction.
• Conduct scaled business reviews (virtual QBRs or structured check-ins depending on account tier).
• Lead value-based conversations focused on workflow efficiency, advisor productivity, and firm growth.
• Share best practices tailored specifically to RIA operating models.
• Own renewal conversations for assigned Core RIA accounts.
• Maintain high renewal rates through proactive value reinforcement.
• Develop structured save plans for at-risk accounts.
• Identify firms that may qualify for Enterprise segmentation as they scale.
• Drive net revenue retention through disciplined portfolio management.
• Execute a tiered engagement model (e.g., high-touch, mid-touch, tech-touch).
• Use CRM, reporting dashboards, and automation tools to manage volume efficiently.
• Conduct group webinars, office hours, or product update sessions for Core RIA clients.
• Maintain accurate account documentation and renewal forecasting.
• Partner with Sales for larger expansion motions when appropriate.
• Drive net revenue retention through disciplined portfolio management.
• Escalate high-risk or complex accounts to the Director, Client Success as needed.

Success Metrics (KPIs)

• Client Health & Experience: CSAT trends across Core RIA portfolio, NPS contribution from Core segment, feature adoption rates, engagement coverage (% of accounts with documented proactive outreach).
• Retention & Revenue: Gross Renewal Rate, Net Revenue Retention (NRR), churn rate within Core RIA portfolio.
• Expansion: ACV from assigned accounts.
• Operational Effectiveness: Portfolio coverage rate per quarter, renewal forecasting accuracy, account plan completion rate (where applicable).
• Timely follow-up and documentation in CRM.