Senior Manager, Relationship Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and cultivate a team of managers through effective coaching, mentorship, and performance management.

• Implement account management strategies and processes aimed at enhancing retention and expansion.

• Track key performance indicators, including retention rates, expansion revenue, and client satisfaction metrics.

• Conduct one-on-one meetings, team discussions, and performance evaluations.

• Act as the escalation point for intricate client issues and account circumstances.

• Collaborate with Sales, Onboarding, Product, and Operations teams to address client requirements.

• Assist in the integration of new tools, processes, and methodologies across the account management function.

• Engage in strategic planning and offer insights regarding team capacity, client trends, and process enhancements.

• Manage key enterprise-account relationships and exemplify best practices.

• Propel client success plans in alignment with client objectives and company revenue targets.

• Contribute to team documentation, training materials, and standard operating procedures.

• Foster customer satisfaction by ensuring timely service delivery and resolving issues permanently.

• Undertake other job-related responsibilities and special projects as necessary.

⛳️ Requirements

• Over 6 years of experience in account management, 401(k) relationship management, customer success, or client-facing roles.

• More than 5 years of experience in people management with a proven record of nurturing high-performing teams.

• A highly accountable mindset with a history of fully taking responsibility for client outcomes, driving cross-team solutions, and ensuring issues reach resolution.

• A commitment to understanding client objectives, anticipating needs, and providing exceptional experiences.

• Capability to analyze data, identify operational trends, diagnose complex client issues, and implement scalable improvements.

• Excellent communication and negotiation skills with the ability to influence Product, Engineering, Sales, and Support teams without direct authority.

• Proficient in navigating product ecosystems and advocating for technical enhancements.

• Experience using modern CRM/CS platforms such as Salesforce, Gainsight, or HubSpot to automate workflows.

• Demonstrated ability to enhance client retention and satisfaction in a SaaS or technology environment.

• Strong coaching and mentorship abilities with experience in managing individual and team performance.

🏝️ Benefits

• Annual 10% discretionary variable incentive paid quarterly.

• 401(k) with a dollar-for-dollar employer match up to 4% of compensation, with immediate vesting.

• No fees for the 401(k) plan.

• Health insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Competitive time off policy.

• Parental leave benefits.

• Unlimited access to Addition Wealth digital tools, financial professionals, and knowledge center resources.

• Enhanced mental health support through Lyra for employees and dependents.

• Carrot fertility healthcare and family-forming benefits.

• Candidly student loan resources available.

• Monthly work-from-home stipend provided.

• Quarterly lifestyle stipend included.

• Opportunities for team-building experiences, virtual social events, and team offsites.