Relo Metrics

• Responsible for leading the Sports Customer Success organization • Directly managing a portfolio of strategic enterprise accounts • Executing of customer retention, expansion, and engagement strategies • Partnering cross-functionally to maximize customer outcomes • Maintaining direct ownership of a portfolio of strategic enterprise accounts • Building trusted advisor relationships with senior client stakeholders • Leading account planning and executive business reviews for key customers • Proactively identifying expansion opportunities and executing account growth strategies • Managing and mentoring team performance • Acting as a senior escalation point and voice for key accounts

• Own the Core squad roadmap — prioritizing improvements, fixes, and feature enhancements that drive client satisfaction and retention • Regularly review support tickets to identify recurring friction points, pattern-match across issues, and translate them into actionable product bets • Analyze Pendo data to understand how clients and internal teams are engaging with the platform • Meet regularly with internal stakeholders (operations, Customer Success, Sales) to understand workflow pain points and surface efficiency opportunities • Engage directly with clients to understand how they use the platform • Write clear, detailed product specs and acceptance criteria for engineering • Define and track KPIs tied to client satisfaction, retention, and platform engagement • Report transparently on progress to the Head of Product and cross-functional partners

• Own the Growth squad roadmap end-to-end — from discovery through delivery and outcome measurement • Run continuous discovery: regular customer conversations, opportunity mapping, and assumption testing to stay ahead of what the market needs • Define and ship AI-powered features that improve data understanding, automate insight generation, and expand platform intelligence • Partner closely with engineering to scope, sequence, and deliver high-quality product work in a lean, fast-moving team • Identify and evaluate new integration and data partnership opportunities that accelerate customer expansion • Define KPIs for your squad and report transparently on progress against them • Collaborate with Customer Success and Sales to translate market signals into product bets

Senior Customer Success Manager This full-time position requires a proactive, experienced, client-facing professional that possesses a demonstrated ability to successfully deliver on Relo Metric and client goals. At Relo Metrics, the Customer Success team’s key focus is to help our clients achieve their business goals and ensure they recognize ongoing value from their investment in our products. We understand our clients' businesses and establish relationships with key stakeholders across the client organization to earn trust as thought leaders. The Senior Customer Success Manager will be responsible for managing a portfolio of Enterprise and SMB clients, delivering strong client retention and upsell. Your strategic account management will enable product optimization and provide thought leadership and industry best practices. You have a strong passion for sports, previous hands-on account management experience, with a SaaS/data or Sports Sponsorship/Partnership background and thrives in a fast-paced environment. This person will orchestrate account success by partnering with Marketing, Product, Sales and Executive Leadership. Note that we are hiring this Sr. Customer Success Manager on the East Coast in the US, and are only open to the following states: Massachusetts, Connecticut, New York, New Jersey, Washington DC, Pennsylvania, Florida What you’ll be doing: - Deliver value to a portfolio of key rights holder, agency and brand clients by providing day-to-day account management and operational support that retains and grows client accounts - Develop strategic annual account plans that define the roadmap for client and Relo success; advocating for internal resources to help achieve that success - Detect, negotiate and close up-selling and renewals - Operate as the lead point of contact for assigned client accounts - Build strategic, strong and long-lasting client relationships as their trusted contact translating to retention and revenue growth; ensure we have strategic relationships mapped among executives. - Act as an industry thought leader, guiding clients in usage of our platform to serve their business needs and deliver ongoing value - Monitor client performance on the platform to share best practices and identify new business opportunities - Serve as a secondary contact for Support inquiries, collaborating with Data Ops team and Support as needed - Manage high impact requests or escalation action plans to completion - Identify and define internal management process and tool optimization that strengthen our ability to deliver to clients - Communicate within and across functions internally, reporting on the progress of initiatives and client activities with a focus on identifying product development or documentation opportunities - Create (with Marketing) and share client case studies that exemplify successful and unique use and performance of our platform - Manage and update CRM to ensure timely and proper data capture for company visibility, tools alignment, proactive account management and forecasting Requirements: - 4-7 years’ experience managing a book of business in recurring revenue including managing the renewal and/or upsell process. - Proven experience in growing and expanding revenue streams - Executive presence and ability to concisely articulate value to anyone, at any level within our customer base - Entrepreneurial mindset for business strategy and customer success - Excellent problem solving and analytical skills - continuously thinking “How can I make this better? How can we improve this?” - Strategic, proactive mindset and executional excellence - Experience with tools like Salesforce, Pendo, or a Customer Success tool - Customer Experience mindset - Travel experience and expectations to go in market 20% of the time At Relo, competitive base pay is a part of a total rewards package. The reasonable estimated base pay range for this role is from $80,000 - $95,000 annually plus a backend component tied to performance. The actual amount may be higher or lower. Individual compensation will vary based on factors including, but not limited to, relevant qualifications, work location, and labor market conditions.

• Conduct in-depth research on the Japanese sponsorship landscape and rigorously analyze competitor offerings. • Develop a comprehensive business development strategy tailored to the Japanese market. • Identify potential strategic partners and outline strategies for raising brand awareness of Relo Metrics. • Develop and execute the plan for new business lead generation and sales. • Actively build, manage, and report on a robust, qualified new business pipeline. • Develop and nurture relationships with potential clients and strategic partners. • Provide project support for new and incoming projects and customize sales collateral.

About the Role The Relo Metrics Onboarding & Education (O&E) team drives knowledge sharing, process optimization, product adoption, and scalable educational initiatives to empower our customers and internal teams. As an Onboarding & Education Associate, you will play a key supporting role in delivering on these goals — working behind the scenes to keep our onboarding operations, training content, and customer education programs running smoothly. This role is primarily operational and coordination-focused, working in close partnership with Senior Consultants and the broader Onboarding & Support team to ensure consistent, high-quality delivery across onboarding and enablement workflows. With growth and experience, this position can grow into a lead consultant and client-facing role. What You’ll Do • Assist in gathering and documenting client goals, onboarding requirements, and key success metrics in coordination with O&E Consultants, Customer Success, and Sales teams to ensure onboarding efforts are well-informed and consistent. • Support Consultants in managing onboarding timelines, helping to track milestones, maintain project documentation, coordinate scheduling, and flag potential delays to ensure on-time delivery of contractual commitments. • Assist in the upkeep, organization, and ongoing optimization of training and curriculum materials, ensuring content remains accurate, accessible, and aligned with product updates and customer needs. • Provide operational support to help deliver a consistent customer first-touch experience, contributing to the processes and tools that underpin platform adoption and long-term retention. • Assist in coordinating with internal teams — including Sales, Customer Success, and Product — to gather updates needed to keep training materials current, relevant, and aligned with evolving business goals. • Contribute to the build-out and ongoing maintenance of the Relo Certification program by helping to organize content, track learner progress, manage program logistics, and support delivery across onboarding and ever boarding stages. • Help introduce new training content and maintain existing materials, performing quality checks to ensure accuracy, consistency, and relevance across the full library of training resources and self-serve assets. • Support the tracking of training engagement and certification data, compiling structured reports and contributing to analysis that informs ongoing improvements to the enablement program. • Leverage AI tools and established technology platforms to improve the efficiency, consistency, and scalability of onboarding and educational workflows, supporting the team's ability to grow and serve an expanding customer base. Required Skill Sets • Detail-Oriented – strong organizational skills with the ability to manage multiple tasks, track content updates, and maintain accuracy across competing priorities. • Reliable – you consistently meet deadlines, show up on time, and deliver on your commitments. • Adaptable and Solutions-Focused – you are open to change and can adjust to shifting priorities or unexpected challenges, embracing new technologies and methodologies as they arise. • Collaborative – you thrive in team environments and communicate clearly and proactively with colleagues across functions. • Strong written and verbal communication skills. Qualifications • 1–2 years of relevant experience in a customer success, project coordination, content management, training support, or similar role. • Experience in or strong interest in a SaaS, data analytics, or technology-driven environment. • Strong organizational skills with the ability to manage multiple workstreams and track progress across projects. • High attention to detail with a willingness to take initiative and ownership of assigned tasks. • Comfortable working with data and using tools to track, compile, and report on outcomes. Bonus Qualifications • Familiarity with AI, LMS or other technology tools. • Knowledge of international sports and social media platforms. • Experience with knowledge management or project tools Join Us If you are detail-oriented, thrive in collaborative and fast-paced environments, and are eager to build your career in customer education and enablement, we encourage you to apply for the Onboarding and Education Associate position. Join us as we shape the future of onboarding programs and drive platform adoption and customer success at Relo Metrics. What's In It For You? At Relo Metrics, competitive base pay is a part of a total rewards package which also includes benefits and wellness. The reasonable estimated base pay range for this role is from $30-35 hourly. The actual amount may be higher or lower. Individual compensation will vary based on factors including, but not limited to, relevant qualifications, work location, and labor market conditions. The total rewards package offered also includes: - Medical, Dental & Vision Coverage (BUPA) - Short & Long Term Disability Coverage - Life & AD&D Coverage - EAP Program - Pension Scheme - Paid Public Holidays, Personal Leave & Global Volunteer Time Off - WFH Scheme - Global Wellness Reimbursement Note: This position offers the opportunity for remote work or 'work from home'. However, Relo Metrics is excited to only consider applicants residing in the local area listed in the job description for business needs including some or all of the following: client interaction, team interaction, timezone, etc.