Relationship Management Director

• Manage a team of 5-6 relationship managers, each with their own book of business, to commercial success of >100% retention.
• Meet net retention goals (accounts and ARR) and NPS KPIs through data driven analysis, planning, and execution.
• Assess client health and develop strategies to mitigate churn.
• Lead, coach, motivate and support a team of 5-6 team members to achieve success and pursue their personal and career development.
• Communicate transparently with leadership on business issues and potential solutions.
• Take full ownership over their team and work.
• Impact team member performance, growth, learning and development through coaching and mentorship.
• Drive exceptional teamwork and collaboration while keeping everyone aligned to our mission.
• Be guided by our customers’ experience as well as the company’s broader interests in day-to-day tasks, interactions and projects.
• Communicate clearly and effectively, aligning team members around our strategy, collective and personal goals and KPIs.
• Effectively measure performance, make decisions and optimize our impact utilizing different data points and sources.
• 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 processes optimization.
• Hire and onboard new employees.

• 4+ years of experience in customer success, account management, or relationship management within a SaaS environment
• 2+ years of experience managing a customer success team and/or as a team lead in sales, account management, or executing upsells within an RM function
• Exceptional organizational skills, including familiarity with technology-based solutions
• Strong problem-solving abilities and a customer-focused mindset
• Ability to work independently and lead initiatives in a fast-paced environment
• Passion for customer experience, empowering others, and delivering value to customers
• 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
• Excellent team player with strong leadership skills

Benefits & Perks:

• Medical, dental, and  vision plans: we offer plans with 80% coverage of premiums for employees
• Company-sponsored lunch through Grubhub on a weekly basis!
• Unlimited PTO policy
• Flexible Work Location (FWL) policy that allows you to work from home 24 days of the year
• Other benefits: 12 weeks of parental leave, 401(k), pre-tax commuter benefits, dog-friendly office 

Grata is committed to providing competitive cash compensation and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in New York City, the estimated compensation for this role is $180,000 - $210,000 per year, including a variable component.

Grata is proud to be an Affirmative Action, Equal Opportunity Employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Grata considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Grata is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. 

If you need assistance or an accommodation due to a disability, please let your recruiter know. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.