Customer Success Manager

Descripción completa del empleo

Job Title Customer Success Manager @ Relish IQ

Location: US/Remote

Reports To: Director of Customer, Success

Employment Type: Full-time

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Who we are:

At Relish, we’re all about helping companies get the most out of their enterprise software investments. Our AI-powered solutions are here to take the guesswork out of third-party risks, supplier data validation, and invoicing – all while driving efficiency and growth. Trusted by over 100 global organizations, including Fortune 500 companies, we’re on a mission to future-proof enterprise systems and make businesses run smoother.

But here’s the thing – we’re not just about the tech. At Relish, we believe in creating a workplace where teamwork, trust, and integrity are at the heart of everything we do. That’s why we live by these values:

• Be a Good Teammate: We’re all in this together, lifting each other up for collective success.
• Trust First: Transparency and integrity are our superpowers.
• High Character: We always keep it professional, ethical, and true to our word.

If you’re ready to join a team that’s not just changing the game but having fun while doing it, we’d love to meet you!

We’re seeking a highly organized and detail-oriented Customer Success Manager to drive customer satisfaction, retention, and growth. The ideal candidate is proactive, customer-centric, and skilled at building strong relationships. This individual will serve as a trusted advisor, ensuring customers maximize the value of Relish solutions while driving commercial success and customer satisfaction.

What you'll do:

• Develop and execute customer success strategies focused on customer satisfaction, retention, and business growth.
• Customer Centricity: Demonstrate empathy and understanding of customer needs, challenges, and goals while proactively solving problems.
• Business Acumen: Balance commercial revenue objectives (renewals, upselling, cross-sell) with delivering customer outcomes that drive satisfaction and long-term partnerships.
• Serve as a strategic advisor, aligning Relish’s product features with customers' business goals to ensure maximum value realization.
• Support onboarding processes led by our Delivery Team, ensuring smooth customer transitions and successful implementation of solutions.
• Train and educate customers on product features, best
• to monitor adoption, identify trends, and proactively address customer needs practices, and use cases, ensuring deep adoption of Relish products.
• Cross-Functional Collaboration: Build strong internal relationships across departments (Support, Engineering, Product, Sales) to deliver comprehensive solutions to customers.
• Data-Driven Approach: Leverage customer usage data and insights.
• Adaptability: Flexibly manage escalations and adjust strategies in response to customer business changes, Relish product updates, or market conditions.
• Escalation Management: Effectively manage customer escalations and challenging conversations by demonstrating empathy, maintaining professionalism, and driving resolution with a solution-oriented approach.
• Drive renewals and actively seek upselling and cross-selling opportunities by aligning customer business outcomes with Relish solutions.

Prepare and deliver customer success metrics and health reports to internal stakeholders and senior leadership.

About you:

• 3+ years of experience in customer service management, preferably in a SaaS or tech environment.
• Strong leadership and team management abilities.
• Excellent problem-solving and conflict resolution skills.
• Ability to analyze support metrics and implement data-driven improvements.
• Strong written and verbal communication skills.
• Passion for customer satisfaction and continuous improvement.

What we offer:

• Relish offers a supportive and inclusive work culture where your contributions matter.
• Remote first
• Competitive salary, benefits package, and 401k with a match!
• Flexible PTO
• Annual Company Summit

Salary Range: 110K-120KThis salary range represents a good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and Relish may ultimately pay more or less than the posted range. The final salary for this position will be determined in Relish’s

sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of Relish’s business and other operational considerations.

Conclusion:

Relish is an equal opportunity employer who encourages applications from all qualified applicants. We thank all applicants for their interest; however, only short-listed candidates will be contacted.

Job Type: Full-time

Pay: $110,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: Remote