Customer Success Manager

Responsibilities

• Account management for large enterprise customers to drive retention, adoption, growth, and advocacy.
• Provide visibility into customer health, identify adoption opportunities and retention risks.
• Build understanding of customers' business goals and craft strategic success plans.
• Document and review success plans, guide customer journey with consultative approach.
• Grow trusted advisor relationships with customer sponsors aligned to business case and goals.
• Track, report, and benchmark adoption activities and milestones.
• Promote licensed products and identify upsell/cross-sell opportunities.
• Demonstrate product features to achieve business results and maximum value.
• Recommend solutions aligned with best practices.
• Design metrics to measure ROI.
• Capture data in internal applications for proactive decisions.
• Collaborate with sales and account teams on strategic plans and execution.
• Partner with marketing for customer advocacy and case studies.
• Lead agenda-driven customer meetings to measure outcomes.
• Track usage, health scoring, and outcomes for data-driven decisions.

Requirements

Must Have:

• Bachelor's degree or equivalent experience.
• Minimum 5 years as Technical CSM, Technical Account Manager, or Success Architect in Enterprise Software.
• Deep knowledge of cloud software, master data management, data governance, data quality, analytics concepts, architecture, and use cases.
• Ability to understand customer decision-making, goals, strategies.
• Consultative effectiveness and trust-building.
• Articulate business value and problems solved.
• Strong presentation, verbal, written communication; credibility with executives.
• Experience in data management consulting or solutioning.
• Expertise in software architecture and application ecosystems.
• Proven at leading executive meetings and workshops.
• Strong discovery skills.

Nice to Have:

• Previous Reltio experience.
• Reltio Certifications.
• MBA or advanced degree.

Compensation

$121,000 - $240,000 base range, determined by skills, experience, qualifications, location, and other factors.