Relationship Management Director

Grata; New York (NY); On-site; USD 180,000 - 210,000; Full time

Job summary

A leading technology company in New York is seeking a Relationship Management leader to drive customer success and manage a team of relationship managers. The role involves achieving high retention rates, coaching team members, and ensuring exceptional customer experience. Ideal candidates should have extensive SaaS experience, strong leadership skills, and a passion for customer service. Competitive compensation and benefits are offered, including a base salary of $180,000–$210,000.

Benefits

Competitive salary

Unlimited PTO

Flexible work location policy

401(k) plan

Dog-friendly office

Qualifications

• 4+ years of experience in customer success or relationship management in a SaaS environment.
• 2+ years managing a customer success team or as a team lead.
• Strong communication skills, both verbal and written.

Responsibilities

• Manage a team of 5–6 relationship managers to drive commercial success.
• Meet net retention goals and NPS KPIs through data-driven analysis.
• Lead, coach, and motivate a team for success.

Skills

Customer success

Team leadership

Problem-solving

Organizational skills

Communication

Job description

Overview

Grata is the leading private-market dealmaking platform, delivering proprietary data on private companies, financials, and ownership. Grata serves more than 700 customers—including top investors, advisors, and corporate development teams—and is backed by accolades from G2 and PE Wire. We’re looking for ambitious talent to help shape the future of data-driven dealmaking.

We’re seeking our next exceptional Relationship Management leader with a passion for developing others, building effective teams, and upholding our commitments to customers. We aim to deliver an amazing product and best possible customer experience, and we are looking for someone who can drive excellence in themselves and in their team.

What you’ll do

• Manage a team of 5–6 relationship managers, each with their own book of business, to drive commercial success with >100% retention.
• Meet net retention goals (accounts and ARR) and NPS KPIs through data-driven analysis, planning, and execution.
• Assess client health and develop strategies to mitigate churn.
• Lead, coach, motivate, and support a team of 4–6 members to achieve success and pursue personal and career development.
• Communicate transparently with leadership on business issues and potential solutions.
• Take full ownership over their team and work.
• Impact team member performance, growth, learning, and development through coaching and mentorship.
• Drive exceptional teamwork and collaboration while keeping everyone aligned to our mission.
• Be guided by customer experience and the company’s broader interests in day-to-day tasks and projects.
• Communicate clearly and effectively, aligning team members around strategy, goals, and KPIs.
• Measure performance, make decisions, and optimize impact using data points from multiple sources.
• Invest time to stay up to date with relevant knowledge and use feedback to develop each team member.
• Hire and onboard new employees.

Who you are

• 4+ years of experience in customer success, account management, or relationship management within a SaaS environment.
• 2+ years of experience managing a customer success team or as a team lead in sales, account management, or upsells within an RM function.
• Exceptional organizational skills and familiarity with technology-based solutions.
• Strong problem-solving abilities and a customer-focused mindset.
• Ability to work independently and lead initiatives in a fast-paced environment.
• Passion for customer experience, empowering others, and delivering value to customers.
• Excellent critical thinking skills; ability to break down business problems and create solutions aligned to business goals.
• Exceptional communication skills, both verbal and written, and ability to work across groups.
• Strong leadership and teamwork abilities.

Compensation and Benefits

• Grata offers competitive cash compensation and benefits. For roles based in New York City, the estimated base salary is $180,000–$210,000 per year, with an annual bonus plan of 5–15% of base salary, depending on experience.
• Medical, dental, and vision plans with substantial employer premium coverage.
• Company-sponsored lunch through Grubhub weekly.
• Unlimited PTO; flexible work location policy; 12 weeks of parental leave; 401(k); pre-tax commuter benefits; dog-friendly office.

Equal Opportunity and Accessibility

Grata is committed to providing competitive compensation and equal opportunity in employment. We are an Affirmative Action, Equal Opportunity Employer. We do not discriminate in hiring or any employment decision based on protected characteristics. We provide reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

If you need assistance or an accommodation due to a disability, please let your recruiter know. We may require identity and eligibility verification in compliance with federal law.