Associate Customer Success Manager

At Reltio®, an SAP Company, we believe data should fuel your success in the enterprise AI era. Our  Context Intelligence Platform turns fragmented data into a trusted, connected context so AI agents and systems can act with expert-level judgement at enterprise scale. Reltio’s cloud-native SaaS platform harmonizes, unifies, and governs data across sources and formats—including unstructured data—in real time, turning them into data assets that can be mobilized in milliseconds to any application, user, or AI agent. Trusted by more than 200 of the world’s largest brands across industries such as life sciences, financial services, healthcare, and technology, we fuel frictionless operations and help enterprises accelerate innovation and reduce risk.

At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.

Reltio has earned numerous awards and industry and analyst recognition for our technology, our culture, and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!

Job Summary: 

The Associate Customer Success Manager (ACSM) at Reltio will focus on supporting tech touch customers to ensure they derive maximum value from our platform. You will act as a key post-sale contact to ensure customer adoption, guide them in using our products, and assist in driving retention. This role requires a customer-focused mindset, where you will work with customers to understand their goals and help them get the most out of Reltio’s products through self-service tools and automation.

As an ACSM, your role will be to foster strong relationships, support customers in their journey, and help them realize the full value of Reltio solutions. You'll play a crucial role in customer retention by helping customers succeed with Reltio products in an efficient, scalable manner.

Job Duties and Responsibilities:

• Manage a portfolio of tech-touch customers using Customer Success tools (Gainsight, and internal tools) to ensure that Reltio is adopted well and the customer is deriving value from the solution to promote ROI and customer retention.
• Develop a basic understanding of each customer's business goals and objectives to tailor support and encourage product utilization.
• Assist customers with utilizing available resources, such as Reltio Documentation, Reltio Learn and Support, to achieve their goals.
• Document and review the success plan, provide guidance on the customer journey to help customers achieve their goals
• Track customer health and adoption metrics to identify opportunities and potential risks, and proactively address customer needs.
• Timely data capture and documentation within internal applications to ensure data driven decisions are being made to proactively identify adoption and retention risk.
• Identify, document and track critical customer information such as usage, health scoring and desired outcomes to make data driven decisions across the organization to proactively identify and mitigate risk.
• Monitor customer progress and usage data, escalating high-risk accounts to senior team members as needed.
• Regularly communicate with customers to check in on their satisfaction and help them troubleshoot any challenges they encounter.
• Identify opportunities for customers to expand product usage, driving cross-sell or upsell opportunities through tech touch strategies.
• Collaborate with the sales and support teams to ensure a seamless customer experience and drive engagement with new product features

Skills You Must Have: 

• Bachelor's degree in Computer Information Systems, Business Technology, or similar degree
• Strong interest in customer success, technology, and learning about SaaS products.
• Possess strong, verbal and written communication skills with the ability to build trust and rapport with customers.
• Ability to understand customer needs and articulate how Reltio products can help them achieve their business objectives.
• Ability to manage time and prioritize effectively, balancing the needs of multiple customers.
• A passion for helping others and a willingness to learn in a dynamic, fast-paced environment.
• Experience or interest in software architecture and understanding how applications fit together within a customer’s ecosystem. 
• Experience with cloud software solutions or an interest in learning about SaaS and cloud technology.
• A problem-solving mindset with a focus on delivering practical solutions and value to customers.

Skills That Are Nice to Have:  

• Basic knowledge of customer success metrics (such as retention, adoption, and growth) is a plus but not required.

At Reltio, we take a market-based approach to pay and consider a range of factors. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and other business considerations. Please note that the individual total compensation for this position will be determined at the Company’s sole discretion using the factors noted. Reltio's current market range for this role is $45,000 - $84,000