Customer Success Manager (SaaS Enterprise)

What Relocity is Doing 

Relocity is reimagining the global mobility experience. We enable enterprises to attract, retain, and engage talent globally. Powered by our AI-driven workforce mobility platform, we bring together local experts and insightful content in our native mobile app to deliver an excellent user experience for people on the move. Our core values drive us to focus on our customers, innovation, integrity, and excellence. Relocity serves hundreds of cities in more than 40 markets across the United States, Europe and Asia. Learn more at www.relocity.com. 

What You’ll Do…

As a Customer Success Manager for Relocity’s ground-breaking enterprise global mobility SaaS platform, you will play a key role in ensuring clients derive maximum value from our solutions. You will manage the onboarding and implementation processes, driving engagement and utilization of our offerings. Proactively building relationships with clients will be essential to encourage contract renewals and address any concerns that arise. You’ll resolve customer escalations, follow up on outstanding invoices, and identify opportunities for upselling and cross-selling. Additionally, you will create standardized materials for quarterly business reviews to strengthen partnerships, all while contributing to the overall success and satisfaction of our customer base.

How You’ll Do it…

• Project Manage Implementations/Onboardings: Oversees and coordinates the onboarding and implementation of Relocity solutions.
• Drive Utilization of Relocity solutions: Encourages and ensures the effective use of Relocity’s solutions by clients.
• Ensures Renewal of all Business: Proactively engages with clients to foster relationships, address their needs, and demonstrate the value of Relocity’s solutions to encourage renewals.
• Resolves Customer Escalations: Addresses and resolves issues related to specific files, billing, reporting, and other customer concerns.
• Follows up on outstanding invoices: Ensures timely resolution of unpaid invoices by working with clients and internal teams.
• Surfaces Upsell and Cross-Sell opportunities: Identifies new business, upsell, and cross-sell prospects
• Manage Customer Escalations: Handles assigned escalations, coordinating with Partnerships Managers when needed.
• Create Templated QBR materials: Develops standardized materials for quarterly business reviews in collaboration with Partner Sales Managers and Account Executives.

What Past Experience and Current Skills Will Enable Your Success In This Role?

• Minimum of 5+ years of experience as Customer Success Manager (CSM) with a proven track record of managing enterprise client portfolios, fostering strong relationships, and driving high customer satisfaction and retention.
• Client Relationship Management: Strong interpersonal and communication skills to foster long-term client relationships and ensure high levels of client satisfaction.
• Communication & Stakeholder Engagement: Exceptional communication, negotiation, and presentation skills to effectively engage senior management and various stakeholders.
• Client Onboarding & Implementation: Expertise in leading client onboarding and implementation processes, ensuring successful adoption of solutions.
• Problem Solving & Critical Thinking: Ability to analyze client challenges, troubleshoot issues, and proactively offer solutions that drive customer success and product adoption.
• Adaptability & Resilience: Ability to thrive in a fast-changing environment, adapting quickly to new processes, tools, and evolving client needs.
• Renewal & Upsell Strategy: Expertise in driving product renewals and upsell opportunities by articulating the ROI of solutions to clients.
• Project Management: Strong organizational skills with the ability to manage multiple client projects simultaneously, ensuring all deliverables are met on time and within scope.
• SaaS Experience: Familiarity with managing SaaS products, including handling subscription renewals, upselling, and providing ongoing customer training.
• Cross-Functional Collaboration: Strong ability to collaborate with product, sales, and support teams to advocate for client needs and drive improvements.
• Autonomy & Collaboration: Skilled in working both autonomously and collaboratively in fast-paced environments, particularly within the global employee relocation industry.
• Technical Aptitude: Quickly learn and understand complex technology platforms, while explaining technical concepts clearly to clients.
• Bachelor's Degree: Bachelor's degree in Business Administration, Marketing, or related field; MBA a plus.

These are Nice-to-Haves…

• Prior experience working with clients in the Corporate Relocation or Global Mobility Industry
• Experience working in both fast-paced startup environments and mid-to-large growth corporate settings

Pay Range: $90k-$115k

How We Support You and Work Life Balance…

• Competitive Compensation
• Paid Time Off
• Paid Parental Leave
• Remote Workplace
• Flexible Work Schedules
• Health, Dental, Vision, LTD Insurance
• 401(k)
• Professional Development Opportunities

Relocity is an Equal Opportunity Employer and does not discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Relocity will only employ those who are legally authorized to work. Any offer of employment is conditioned on the successful completion of a background investigation.

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