Customer Success Manager

Relish is hiring a Customer Success Manager to own enterprise customer relationships and drive product adoption, satisfaction, retention, and account growth. The role advises customer stakeholders, supports renewals and expansion, resolves escalations, and collaborates with cross-functional teams to improve customer outcomes.

Responsibilities:

• Own customer relationships: Build trusted, long-term partnerships with customers, understanding their business objectives and ensuring they realise maximum value from Relish solutions
• Drive retention and growth: Manage customer success strategies, support renewals and identify opportunities for upselling and cross-selling
• Maximise product adoption: Educate customers on product capabilities, best practices and new features to drive engagement and measurable business outcomes
• Be a strategic advisor: Work closely with customer stakeholders to understand challenges, recommend solutions and demonstrate ongoing value
• Collaborate across teams: Partner with Sales, Product, Engineering, Support and Delivery to ensure an exceptional customer experience
• Manage escalations: Proactively resolve customer challenges, navigate complex conversations and ensure positive outcomes
• Leverage customer insights: Monitor adoption, customer health and performance metrics to identify risks and opportunities for improvement

Requirements:

• 3+ years' experience in Customer Success, Account Management or a similar customer-facing role
• Proven ability to manage customer relationships, drive retention and identify commercial growth opportunities
• Strong business acumen with the ability to balance customer outcomes and revenue objectives
• Excellent communication, stakeholder management and problem-solving skills
• A proactive, organised and customer-centric approach
• Confidence working with cross-functional teams and navigating complex customer challenges
• Experience using customer data and insights to drive engagement, adoption and satisfaction
• Candidates must be based in the Eastern or Central Time Zones of the United States
• ideally within B2B SaaS or enterprise technology
• Experience with enterprise procurement platforms, Source-to-Pay solutions or systems such as Workday, Coupa or SAP Ariba would be advantageous