Enterprise Client Success Manager

Bertelsmann-Jobs; Morrisville (NC); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

401k match

Flexible PTO

Parental leave

Healthcare premium covered

Job summary

Relias is hiring an Enterprise Client Success Manager in Morrisville, NC. You will own the post-sale lifecycle for a portfolio of Enterprise accounts, driving adoption, value realization, and renewals with cross-functional teams and executives.

Hybrid work option with strong growth avenues and a mission-driven culture. The role focuses on translating client priorities into actionable plans, managing multi-stakeholder relationships, and ensuring retention and revenue outcomes through

Qualifications

• Experience managing post-sale lifecycle and renewals.
• Ability to build durable stakeholder relationships.
• Proven capability to translate client priorities into action plans.
• Strong business judgment and data-driven decision making.

Responsibilities

• Own the post-sale lifecycle for assigned Enterprise accounts.
• Drive adoption, value realization, and renewal outcomes.
• Coordinate with cross-functional teams to remove blockers.
• Lead renewal discussions with stakeholders and executive sponsors.

Skills

Post-sale management

Relationship management

Cross-functional coordination

Analytical/data-driven

Tools

Salesforce

Job description

• Compensation: USD 65000 - USD 95000 - yearly

Company Description

Are you looking for a high energy, strategic, and fast-paced position with an impactful and mission-driven company? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.

WHAT CAN RELIAS OFFER YOU?

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options - you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program – a great introduction to our company, customers and culture!
• Growth and career advancement opportunities!
  • Promotes internal mobility and career growth aligned with evolving business needs
  • Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
  • Professional development gained from conference attendance and participation in organizations like NC Tech
  • Onsite 321 Coffee Shop providing free coffee and pastries to employees

Job Description

The Enterprise Client Success Manager owns the post-sale customer lifecycle for an assigned portfolio of Enterprise accounts, from adoption through value realization and renewal. The role translates each client’s priorities into an actionable success plan, drives sustained product usage and measurable outcomes,maintainsmulti-stakeholderrelationships, mitigates risk, and leads the commercial renewal process with accountability for retention and revenue outcomes.

Success requires strong business judgment, communication,relationship management, analytical capability, and commercial fluency. The CSM applies standardized Enterprise playbooks, uses customer and portfolio data to prioritize action, and coordinates Sales, Professional Services, Support, Technical Success, Product, Finance, Legal, and other specialists around a shared account plan.

WHAT YOU'LL BE DOING:

Customer Outcomes, Adoption, and Value Realization

• Learning each client's business priorities, operating environment, stakeholders, purchased solutions, intended Client Value Objectives (CVOs), and measures of success.
• Creating and maintaining a success plan that connects CVOs to adoption milestones, product usage, measurable outcomes, renewal readiness, and agreed client actions.
• Analyzing customer adoption, engagement, product usage, support, and commercial data to identify trends, adoption gaps, risks, and opportunities to accelerate value realization.
• Connecting product adoption and customer activity to measurable client objectives and business outcomes, helping clients understand progress toward their stated goals.
• Executing defined Enterprise adoption and value-realization playbooks and tailoring the approach when account conditions require judgment or escalation.
• Coordinating with Professional Services, Support, Technical Success, Product, and other specialists to remove barriers while maintaining clear ownership of client outcomes.
• Documenting outcome evidence and communicating value in language relevant to administrators, operational leaders, decision makers, and executives.

Relationship and Account Leadership

• Serving as the primary post-sale relationship owner for assigned accounts and maintaining a reliable operating cadence across the customer lifecycle.
• Building and maintaining a multi-threaded stakeholder map that includes administrators, operational leaders, decision makers, economic buyers, and executive sponsors.
• Developing durable relationships with stakeholders who influence adoption, value, renewal, and future product readiness.
• Tailoring communication and engagement strategies to the needs of different stakeholder groups while maintaining clear, consistent account messaging.
• Developing a working understanding of each client's organizational priorities, business context, and success measures so engagement remains aligned to desired outcomes.
• Leading business and value reviews that connect client priorities, outcomes, risks, product adoption, open actions, and upcoming decisions.
• Maintaining a complete account strategy and coordinating internal contributors around clear owners, dates, and next actions.
• Representing the client internally with fact-based feedback while setting realistic expectations and leading difficult conversations professionally.

Renewal and Commercial Ownership

• Owning the renewal outcome and maintaining an accurate, evidence-based forecast for every assigned renewal.
• Starting renewal planning early, confirming decision criteria and stakeholders, validating value achieved, surfacing risk, and executing a documented renewal plan.
• Using account health indicators, adoption trends, stakeholder engagement, outcome achievement, and commercial data to inform renewal forecasts, risk assessments, and retention strategies.
• Leading standard renewal conversations and commercial coordination, including proposal development, pricing and packaging discussions, negotiation, internal approvals, paperwork progression, and signature follow‑up.
• Identifying churn and reduction risks early, creating save plans, and coordinating the appropriate Sales, Finance, Deal Desk, Legal, Product, Support, or leadership resources.
• Maintaining complete and accurate renewal opportunities, risks, next steps, amounts, dates, contacts, and supporting rationale in Salesforce and the designated CS platform.
• Using judgment to distinguish work the CSM should lead from transactional activity that should be routed to Renewal Management, digital workflows, or other operational support.
• Ident