Lead Performance Manager

Sweet Relish; Mooresville (NC); On-site; USD 110,000 - 186,000; Full time

Job summary

Sweet Relish is seeking a Lead Performance Manager to enhance its Performance Management function, overseeing client success and mentoring a junior team. This mid-senior level role involves strategic development, onboarding, and client engagement, providing a pathway to advance to a Director of Performance Management as the company scales.

Qualifications

• Minimum of 3 years in client success or performance management.
• Strong communication and coaching abilities.
• Experience in building onboarding programs.

Responsibilities

• Manage a portfolio of accounts and mentor junior PMs.
• Define and document client lifecycle processes.
• Establish KPIs and analyze client performance trends.

Skills

Client success

Performance management

Account management

Communication

Coaching

Organizational skills

Data-driven

Education

3+ years in performance management or SaaS account management

Tools

Monday.com

Job description

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The Lead Performance Manager is a leadership role designed to help scale Sweet Relish’s Performance Management function by setting standards, building infrastructure, and supporting client outcomes. This position will manage a portfolio of accounts while also mentoring junior PMs, building new hire training materials, and developing client onboarding resources.

As the company grows, this individual will be a strong candidate to evolve into a Director of Performance Management, helping shape the team’s structure, priorities, and impact.

Our company is located in Davidson, NC.

Key Responsibilities

Strategic Enablement & Process Development

• Define and document repeatable processes to support client lifecycle success and PM team execution.
• Create and refine PM compensation models tied to performance metrics (retention, adoption, MRR growth).
• Build scalable workflows for recurring tasks, internal collaboration, and client-facing activities.
• Own the structure and delivery of key enablement materials and best practices.

Onboarding & Team Training

• Build and maintain client onboarding decks and process documents to ensure a consistent experience for new customers.
• Develop onboarding programs for new Performance Manager hires and own the internal PM ramp-up process.
• Conduct shadowing, side-by-sides, and regular coaching to elevate team performance and client engagement skills.

Client Retention & Growth

• Hold a personal book of business to maintain hands-on understanding of client needs and challenges.
• Coach PMs through consultative conversations, upsell identification, and performance review strategies.
• Lead strategic check-ins and provide executive-level insight on key accounts.
• Support PMs with client expansion, risk mitigation, and renewal opportunities.

Metrics, Reporting & Optimization

• Establish PM KPIs and build visibility into performance using dashboards and CRM tools.
• Analyze client performance trends to identify gaps or new opportunities.
• Report regularly to VP of Sales & Client Success with actionable recommendations.
• Collaborate cross-functionally to align client outcomes with broader business objectives.

Required Experience & Skills

• 3+ years in client success, performance management, or SaaS account management.
• Experience managing client portfolios and delivering measurable results.
• Strong communication and coaching abilities, especially in consultative environments.
• Comfortable building onboarding programs, training content, and internal documentation.
• Proficient in CRM and reporting platforms (Monday.com preferred).
• Strategic thinker with a tactical execution style.
• Natural leader and coach with a passion for people development.
• Highly organized, structured, and data-driven.
• Growth-oriented, with an interest in evolving into a Director role as the business scales.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Research, Analyst, and Information Technology

• Industries

  Software Development

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