Relationship Success Manager

We are seeking a highly organized and customer-focused leader to serve as the right hand to our Director of Client Relations. This role will support enterprise account management while helping oversee day-to-day operations of the customer support team. The ideal candidate brings a balance of strategic thinking, hands-on execution, and team leadership.

Key Responsibilities

• Partner closely with the Director of Client Relations to manage and grow enterprise accounts
  
• Act as a secondary escalation point for high-priority client issues
  
• Help lead, coach, and develop the customer support team
  
• Monitor team performance, KPIs, and customer satisfaction metrics (CSAT, NPS, SLAs)
  
• Identify process improvements to enhance client experience and operational efficiency
  
• Assist in onboarding new enterprise clients and ensuring long-term success
  
• Collaborate cross-functionally with sales, operations, and product teams
  
• Step in to lead the department in the Director’s absence
  

• 5+ years of experience in client relations, customer success, or support leadership
  
• Experience working with enterprise or high-value accounts
  
• Proven ability to manage or mentor team members
  
• Strong problem-solving and communication skills
  
• Experience with CRM and support tools (e.g., Salesforce, Zen-desk, HubSpot, etc.)
  
• Highly organized with the ability to manage multiple priorities
  
• Bachelor’s degree preferred (or equivalent experience)