Relationship Manager (Grata)

Responsibilities

We are looking for a Relationship Manager to join our team! The ideal candidate should have a proven track record of account management, maintaining high customer renewal rates as a result of outstanding customer engagement at all levels of their clients’ organizations
As Grata’s lead contact for your assigned accounts, you are responsible for ensuring high levels of customer satisfaction and driving customer ROI, becoming a trusted advisor to each of your clients. Your primary goal will be driving commercial success across your accounts
Combine commercial and engagement strategies throughout each client’s annual life cycle to achieve consistent growth in your book. Your north star metric will be your book’s NRR
Perform initial onboarding of accounts, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime
Serve as the primary contact for customers to resolve questions over email/phone, perform periodic customer success reviews that confirm satisfaction, resolve issues and bugs with the help of the Product and Engineering teams, and expand Grata use throughout the account
Grow your revenue base by maximizing account retention as well as renewal and upgrade revenue through increased product adoption, cross sales of new product modules, and increased user counts
Maintain strong relationships with customers across varied personas: users, champions and decision makers measured through engagement scores, NPS, and recorded customer feedback
Proactively identify account risks and drive churn mitigation strategies, bringing together the appropriate team members from within Grata to achieve consistently high client health scores
Benefits

Culture and benefits built around work-life balance
Extensive resources to support physical and mental health
Employee assistance program
Generous retirement plans
Incentives for referring new colleagues
Learning, training and mentoring programs
Cross-functional projects
Stretch assignments to help you progress
Receive feedback and earn bonuses from peers & managers
Employee bonding activities
ESG and charitable team initiatives
Qualifications

3-5 years of experience in a customer-facing role, with commercial experience managing renewals and upsells
Experience developing and delivering value added communications including the ROI Grata delivers. Examples include executive business reviews, user check-in calls, and regular touch points with key influencers
Proven proficiency engaging directly with customers and working independently
Track record of exceeding target KPIs including renewal %, upsell %, monthly active usage, and NPS
Well-organized, with a high attention to detail, resourceful problem solver who can manage multiple work streams
Embrace our values: thoughtful, selfless, responsive, confident, high energy, self‑motivated, and a true team player
Demonstrable success identifying and forecasting risk as well as growth opportunities within your book of business
Innovative, persuasive, creative, and have a genuine curiosity in their clients’ business
Goal and results oriented, optimistic, smart, value-added mindset, proactive approach to the role and ability to adapt to change

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