• Actively manage and develop a dedicated portfolio of ~40 Enterprise customer accounts—complex, high-touch trade services companies with sophisticated needs and diverse usage patterns. • Cultivate and maintain senior-level, trusted-advisor relationships (up to the C-Suite) with your customer base, ensuring a consistent, premium, and high-caliber experience. • Become an expert in your clients' businesses. Use strategic consultation to map their goals to our software's capabilities, regularly coaching them on best practices, and driving deep feature adoption. • Analyze user engagement data, service trends, and client performance metrics to uncover actionable insights. Translate this data into Executive Business Reviews (EBRs) that demonstrate clear ROI and strategic paths forward. • Proactively identify roadblocks and areas for operational improvement, solving complex customer challenges with strategic solutions that continually increase the product's long-term value. • Strategically mitigate churn risk by continuously monitoring customer health scores, usage trends, and satisfaction levels. Develop and execute comprehensive win-back or mitigation strategies for at-risk accounts. • Systematically organize and segment your accounts to identify and pursue qualified opportunities for up-selling and cross-selling new products and services within the customer base. • Serve as a subject matter expert and trusted resource for new hires and non-Enterprise Success Team members, sharing knowledge to elevate the entire department.

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.

• You will manage a multimillion dollar portfolio while maintaining a Gross Revenue Retention (GRR) rate above target through strategic price increases and seat expansion. • You will drive active usage across your districts by maintaining a deep understanding of the product and delivering high-impact training and implementation strategies. • You will identify at-risk accounts and execute intervention playbooks to maintain a gross churn rate below company thresholds. • You will build deep trust with district executive leadership, managing accounts with individual ARR values of six-figures or more. • You will scale our collective impact by contributing high level insights to the Customer Success playbook, driving cross functional strategy in leadership meetings, and mentoring junior team members.

• own the mission-critical link between our educational solutions and the students we serve. • manage a strategic portfolio of partners, leading implementation, and building deep relationships to ensure Zearn’s mission is realized in every classroom. • serve as a key resource for educators, by supporting them in using Zearn Math effectively and impactfully to drive student success. • lead calls, webinars, and demonstrations for school and district administrators to share the benefits of Zearn Math and support their decision-making process. • maintain consistent communication with interested administrators to support their education and decision-making process. • represent Zearn at company-wide events and conferences to share information on Zearn Math and engage with new potential partners who are ready for a transformative curriculum shift. • develop tailored plans for how to best support school and district partners with their Zearn Math implementation, customizing the approach for unique challenges. • build collaborative relationships with administrators, coaches, and teachers, acting as the main Zearn contact to unblock progress and solve implementation challenges. • work closely with partners throughout implementation to cultivate strong usage and drive measurable impact for teachers and students. • conduct data analysis and create presentations to show efficacy and surface insights that encourage deeper use of Zearn Math. • provide district leads with regular summaries of school-level progress, identifying where things are going well and where additional support is needed to drive district-wide success. • identify and communicate key learnings on resources and products to the Zearn team to support iteration and improvement, acting as the voice of the partner to product and content teams. • share partner prospects to support the partner development pipeline, ensuring market intelligence informs future growth strategies. • collect and organize artifacts of Zearn usage, such as student work or classroom challenges, to share success stories and best practices with the broader Zearn team.