Team Lead for Relationship Management (Grata)

Requirements

4+ years of work experience in customer success, account management, or relationship management. SaaS specific experience is a bonus but not a requirement

1+ years of experience in building, managing, or coaching a high performing customer success team and/or peers

Passionate about developing people and coaching your team to meet their full potential

Proven success with owning and driving onboarding, adoption, customer renewals, upsells and NRR

Ability to work independently and lead initiatives in a fast-paced environment

Excellent critical thinking skills; able to break down business problems and create solutions that align to business goals

Exceptional communication skills, both verbal and written, and ability to work across groups

What the job involves

Grata for Datasite is the leading private market dealmaking platform. We make it easy to find, research, and engage with private companies. Our platform has the most comprehensive, accurate, and searchable proprietary data on private companies, their financials, and their owners

Grata is looking for an exceptional Team Lead to join our Relationship Management organization. In this player‑coach role, you’ll manage a partial book of full lifecycle accounts, while supporting and enabling a broader team of Relationship Managers (RMs) across both retention and growth motions

Reporting to a Director of Relationship Management, you’ll drive execution, consistency, and coaching across the Relationship Management organization. You’ll help stabilize accounts at risk, scale best practices for adoption and value realization, and guide RMs to deliver strong commercial outcomes

We take pride in building an amazing product and providing the best possible customer experience. We are looking for someone to drive excellence in themselves and inspire it in their team

Drive end‑to‑end customer success by combining commercial strategy with deep engagement to maximize adoption, retention, and overall NRR across your book of business

Serve as the primary point of contact for all account needs, conduct value reviews, and partner cross‑functionally with Sales, Product, Engineering to streamline customer experience and expand use cases

Build strong multi‑level customer relationships, proactively mitigate risks, and grow revenue through renewals, upgrades, and increased product adoption to ensure consistently high client health

Lead a team of 1-2 Relationship Managers, each with their own book of business, to achieve commercial outcomes of >100% NRR

Own your team’s metrics, and drive the plan to exceed them, specifically renewal success, upsells, product adoption, license utilization, risk mitigation and value delivery

Impact team member performance, growth, collaboration, and development through ongoing coaching and mentorship

Identify patterns across accounts and coach the team to improve consistency and execution. Build playbooks, systems and programs that raise the bar for customer engagement, adoption, and retention

Define, track, and share key metrics related to customer health, retention, and team performance. Partner with leadership to improve visibility into leading indicators and drive data‑informed decision‑making

Proactively invest time and effort towards staying up to date with relevant knowledge and know‑how geared towards making each of their team members better through feedback and process optimization

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