Client Success Manager (CSM)

About the Company

Relay Network is the innovator of a new B2C channel designed for businesses to create more valuable customer relationships. Our HIPAA-compliant, personalized channel combines the timelines of SMS with the multifaceted experience of scrolling feeds. By delivering exactly what customers need, when they need it, in a familiar format, we help organizations guide customers through dynamic journeys that support key customer actions within critical moments such as onboarding, care management, and adherence.

Recognized by top industry analysts, Relay serves more than 100 industry-leading clients and more than 60 million end users across numerous verticals, including healthcare, financial services, and life sciences. Located in the Greater Philadelphia area, Relay is ranked one of the Top Workplaces by The Philadelphia Inquirer and prioritizes building dynamic, harmonious teams. Relay doesn't look for people who simply fit in, we look for individuals who continuously shape who we are.

Duties & Responsibilities

• Develop and manage a portfolio of mid-market and enterprise clients with a focus on adoption, increasing client value, and supporting retention and growth
• Identify areas of growth within the account, other business units, as well as generate additional experience opportunities within the account
• Build strong relationships and serve as a subject matter expert
• Analyze client data and develop a strong understanding of the client organization to improve user experience and value
• Hold regular meetings with clients to better understand their business and how they are utilizing the Relay platform, provide training as needed
• Partner closely with Relay's Account Managers to drive value, growth, and retention
• Develop success plans and business reviews for clients that outline critical success factors, metrics for success, potential roadblocks, and recommendations
• Advocate for the client to internal stakeholders. Share client feedback and insights to Product, Technology, Support, Marketing, and Sales regarding the innovation and improvements needed to optimize the experience
• Partner with Relay's Implementation and Support team to ensure a smooth onboarding process, communicate the client's interests and requests, as needed
• Handle and resolve client requests/feedback
• Aid in product design and product development

Indicators of Success

The ideal candidate will be an ambitious individual who embraces the start-up mentality and the agile work atmosphere of a growth-oriented organization. Ultimate success will be measured by delivering on commitments, exceeding goals, and achieving both with integrity and respect for co-workers. In addition, the candidate will have:

• A client centric mindset with the ability to prioritize client needs and satisfaction
• Excellent communication and presentation skills
• Strong relationship building skills

Relevant Experience

• 3-5+ years of experience understanding customer experience management solutions, customer journeys, and customer satisfaction survey technologies (Net Promoter Scores)
• Strong understanding of success metrics, lifecycle management, and churn prevention strategies
• Strong communication skills, both verbal and written
• Ability to think analytically and use data to identify trends
• Can effectively manage multiple clients and prioritize accordingly
• Demonstrated presentation skills with the ability to story tell
• Experience in healthcare or financial services industries is a plus
• Proficient with CRM tools (e.g. Salesforce, HubSpot, etc.)
• SaaS experience is a plus