Team Lead, Relationship Management - Grata

Job Description

Grata is looking for an exceptional Team Lead to join our Relationship Management organization. In this player coach role, you'll manage a partial book of full lifecycle accounts, while supporting and enabling a broader team of Relationship Managers (RMs) across both retention and growth motions.

Reporting to a Director of Relationship Management, you'll drive execution, consistency, and coaching across the Relationship Management organization. You'll help stabilize accounts at risk, scale best practices for adoption and value realization, and guide RMs to deliver strong commercial outcomes.

We take pride in building an amazing product and providing the best possible customer experience. We are looking for someone to drive excellence in themselves and inspire it in their team.

Grata is a hybrid company, whose employees work from our London office on Mondays, Tuesdays and Thursdays.

What we are looking for:

• 4+ years of work experience in customer success, account management, or relationship management. SaaS specific experience is a bonus but not a requirement.
• 1+ years of experience in building, managing, or coaching a high performing customer success team and/or peers.
• Passionate about developing people and coaching your team to meet their full potential.
• Proven success with owning and driving onboarding, adoption, customer renewals, upsells, and NRR.
• Ability to work independently and lead initiatives in a fast paced environment.
• 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.

Responsibilities

• Own a book of customers. Drive end to end customer success by combining commercial strategy with deep engagement to maximize adoption, retention, and overall NRR across your book of business.
• Serve as the primary point of contact for all account needs, conduct value reviews, and partner cross functionally with Sales, Product, Engineering to streamline customer experience and expand use cases.
• Build strong multi level customer relationships, proactively mitigate risks, and grow revenue through renewals, upgrades, and increased product adoption to ensure consistently high client health.
• Lead a team of 1-2 RMs, each with their own book of business, to achieve commercial outcomes of >100% NRR.
• Own your team's metrics and drive the plan to exceed them, specifically renewal success, upsells, product adoption, license utilization, risk mitigation and value delivery.
• Impact team member performance, growth, collaboration, and development through ongoing coaching and mentorship.
• Identify patterns across accounts and coach the team to improve consistency and execution. Build playbooks, systems and programs that raise the bar for customer engagement, adoption, and retention.
• Define, track, and share key metrics related to customer health, retention, and team performance. Partner with leadership to improve visibility into leading indicators and drive data informed decision making.
• 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 process optimization.
• Operationalize success by ensuring high level engagement and adoption.

Our company is committed to fostering a diverse and inclusive workforce where all individuals are respected and valued. We are an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability, protected veteran status, or any other protected characteristic. We encourage applications from candidates of all backgrounds and are dedicated to building teams that reflect the diversity of our communities.