Director of Customer Success

About Relo Metrics
Since day one, the Relo Metrics team has pushed past traditional boundaries in the sports sponsorship arena to ensure our clients are always a step ahead through innovative, intuitive data solutions. 

Relo Metrics is an AI-powered, fast-growing, global Saas company that works with marquee sports leagues, clubs, agencies and brands to help them realize and optimize the value of their sports sponsorship investments. Our sponsorship analytics intelligence platform empowers our clients with the insights they need to retain and grow revenue with dedicated support from our world-class team of industry experts.

Sound like Relo Metrics could be a good fit for you? Check out our Careers page to learn more!

Overview

The Director, Customer Success is responsible for leading the Sports Customer Success organization while directly managing a portfolio of strategic enterprise accounts. This player/coach role owns the execution of customer retention, expansion, and engagement strategies that drive Net Revenue Retention (NRR) and long-term client success. The Director partners cross-functionally to maximize customer outcomes, protect recurring revenue, and identify opportunities for sustainable growth. This role will be performed in a hybrid working environment, so candidates should either be within commuting distance to our Santa Monica, CA office or our NYC office.

Key Responsibilities

• Team Ownership: Lead and manage the Customer Success team, setting functional goals and remaining fully accountable for group performance and customer satisfaction.
• Roadmap Execution: Contributes to and executes the strategic plan for the function. Track and drive progress against a long-term, function-specific roadmap that aligns with company financials and product adoption goals.
• Operational Excellence: Recognize operational weaknesses or roadblocks within the CS journey, identifying opportunities to improve the quality, velocity, and efficiency of the team's work.

• Account Management: Maintain direct ownership of a portfolio of strategic enterprise accounts, serving as the executive sponsor and primary relationship leader.
• Relationship Building: Build trusted advisor relationships with senior client stakeholders, driving long-term engagement, adoption, retention, and growth.
• Strategic Planning: Lead account planning and executive business reviews for key customers, aligning client objectives with measurable business outcomes.
• Drive Upsell Revenue: Proactively identify expansion opportunities and execute account growth strategies.
• Account sponsorship and support: Act as the escalation point for high-priority client situations while ensuring successful resolution and relationship preservation.

• Revenue Growth: Own the Customer Success contribution to company revenue objectives, with direct accountability for retention, renewals, and expansion outcomes.
• Scale: Develop and implement scalable renewal and upsell motions across the customer lifecycle.
• Predictive analytics: Contribute to improving account health frameworks and risk mitigation strategies to proactively reduce churn.
• Forecasting and Reporting: Drive disciplined forecasting and reporting on renewals, retention, expansion opportunities, and revenue risks.
• Cross-Functional Collaboration: Work across organizational functions to maximize customer value and revenue growth.

• Team Growth: Proactively identify, attract, and retain top talent to build out the Customer Success team.
• Inclusive Management: Role model inclusive management practices, company values, and resilient behavior through times of change or challenge.
• Performance Management: Manage and mentor team performance. Conduct regular performance reviews, providing the continuous coaching needed to ensure the team meets its metrics.

• Key Account Support: Act as a senior escalation point and voice for key accounts, ensuring premium client success and retention.
• KPI Accountability: Own and drive team performance against revenue-based KPIs, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewal rates, expansion revenue, churn, and product adoption metrics.

Our Values

Row in the same direction to grow in all directions.

Be empathetic, team oriented, synchronous and win together.

Say what you do, do what you say.

Be transparent, accountable and honest.

Be Game Changers.

Be growth-minded, fast-paced, and have a challenger mindset

Candidate Profile

Education

• Bachelor's degree in Business Administration, Marketing, or Sports Management is required.

Experience

• Industry Experience: ~7–10 years of experience in Customer Success or Account Management within SaaS or data analytics.
• Leadership Experience: ~2–4 years of experience directing and managing a multi-functional or sizable team.
• Proven Track Record: Demonstrated success owning and managing a recurring revenue portfolio, with success exceeding retention, renewal, and expansion targets.
• Strategic Account Management: Experience managing enterprise and strategic customer relationships with executive-level stakeholders.
• NRR Successful Growth: Proven ability to drive Net Revenue Retention (NRR) through a combination of engagement, value realization, renewal, and expansion strategies.
• Player/Coach Experience: Experience leading customer-facing teams while simultaneously carrying personal ownership of high-value accounts.
• Commercial Saviness: Strong commercial acumen with experience forecasting renewals, identifying revenue risk, and building account growth plans.
  

Skills & Attributes

• Revenue Leadership: Deep understanding of customer economics, renewal management, expansion strategy, and Net Revenue Retention drivers.
• Executive Relationship Management: Ability to build credibility and influence with C-suite and senior stakeholders.
• Strategic Account Planning: Expertise developing multi-threaded account plans that drive customer outcomes and revenue growth.
• Business Acumen: Strong ability to connect customer success initiatives to commercial outcomes and company financial goals.
• Technical Skills: Proficiency utilizing CRM and Customer Success platforms.
• Communication: Exceptional communication and mentoring skills, with an ability to share information effectively and transparently across levels.
• Company Citizenship: A collaborative team player who avoids internal politics, focuses on the big picture, and is willing to make tradeoffs to prioritize overall company success.

At Relo, competitive base pay is a part of a total rewards package. The reasonable estimated base pay range for this role is from $163,750 - $211,875 OTE (base + bonus) annually.  The actual amount may be higher or lower. Individual compensation will vary based on factors including, but not limited to, relevant qualifications, work location, and labor market conditions.