Scaled Client Success Manager

Relias; Morrisville (NC); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

401k match

Flexible PTO

Parental leave

Healthcare premium covered

Hybrid work environment

Employee Resource Groups

Onsite coffee shop

Job summary

Relias in Morrisville, NC is seeking a Scaled Client Success Manager to support small and mid-sized clients across the Relias platform, driving adoption and measurable outcomes.

You will engage clients, host training, guide renewals, and collaborate with product and sales to advocate for clients and improve processes.

A minimum of 2+ years in customer service, sales, or SaaS and a Bachelor's degree is required; hybrid work and NC location preferred.

Qualifications

• Experience building and maintaining client relationships.
• Ability to use CRM tools to improve client experience.
• Experience identifying client needs and building long-term partnerships.
• Strong negotiation skills to reach mutually beneficial agreements.
• Experience managing renewals in SaaS or ecommerce.
• Excellent communication and listening skills.
• Requires 2+ years in customer service, sales, or SaaS.

Responsibilities

• Proactively engage clients to improve product adoption and usage.
• Host client training sessions to understand goals and prescribe solutions.
• Follow up with clients after NPS surveys to resolve issues.
• Host platform training sessions for the client community.
• Manage expectations, handle difficult conversations, and collaborate with other teams.
• Represent client voice to inform product roadmap and sales.
• Other duties as assigned.

Skills

CRM management

CRM tools

Client discovery

Negotiation

Renewal management

Communication

Education

Bachelor's degree

Tools

CRM Platforms

Job description

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 Scaled Client Success Manager helps our small and medium sized clients achieve their goals using Relias’ suite of solutions. The Scaled Client Success Manager works both internally and externally to strategically support clients in a 1:many account ratio format with a focus on proactive engagement throughout the client journey to positively impact client metrics and desired outcomes.

WHAT YOU’LL BE DOING:

• Proactively engage clients throughout their Relias journey to provide recommendations to improve adoption of products and consult on product best practices
• Host individual client training sessions to understand client goals and prescribe targeted solutions
• Contact clients who have filled out NPS surveys to resolve issues and concerns
• Host open platform training sessions for community of clients
• Effectively manage/lead client expectations, handle crucial conversations, manage conflict with professionalism, and strive to maintain a positive client perception working with other departments to resolve issues/improve processes
• Represent the voice of the client internally to support product roadmap and sales process
• Other duties as assigned

Qualifications

YOU’VE GOT WHAT IT TAKES IF YOU HAVE:

• Client Relationship Management (CRM): ability to effectively manage and nurture client relationships to achieve mutual success
• CRM Tool Management: utilization of CRM tools to improve overall client experience
• Client Discovery: understand a client's needs and challenges, assessing the fit for the solution(s), and building a foundation for successful engagements and a long-term relationship
• Negotiations: ability to strategically and effectively engage in discussions to reach mutually beneficial agreements with clients, partners, or stakeholders in the SaaS and/or eCommerce sectors
• Renewal Cycle Management: strategically manage and optimize the process of renewing client contracts or subscriptions in the SaaS and/or eCommerce sectors
• Communication: effectively convey and exchange information, ideas, and feelings between individuals or groups using various verbal and non-verbal methods to deliver messages clearly, accurately, and appropriately, while also actively listening and understanding the messages received
• 2+ years’ experience customer service, sales, or SaaS organization
• Bachelor's degree

IT WOULD BE IDEAL IF YOU HAVE:

• SaaS customer service
• eLearning product experience

Additional Information

IN OFFICE REQUIREMENT:

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters (close to the Raleigh/Durham airport) approximately 30 days/quarter.

Relias is an Equal Opportunity Employer and a Drug-Free workplace. Relias welcomes and encourages applications from people with disabilities and is happy to make reasonable accommodations in all aspects of the selection process. If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process, please visit our career page for instructions.

All your information will be kept confidential according to EEO guidelines.

Disclosure requirements pertaining to the collection of your personal data:

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process.

You can contact the company’s Data Protection Officer at the above-mentioned postal address.

Further information on data protection and your rights can be found via the company’s privacy notice.