Sr Customer Success Manager (UK)

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 platform empowers our clients with the insights they need to retain and grow revenue, supported by 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!

Sr Customer Success Manager

This full-time position requires a proactive, experienced, client-facing professional with a demonstrated ability to successfully deliver on Relo Metrics and client goals. This is a hybrid role with the expectation to work in our London office 2-3 days a week.

At Relo Metrics, the Customer Success team's key focus is to help our clients achieve their business goals and ensure they recognize ongoing value from their investment in our products. We build strong relationships with key stakeholders across client organizations to earn trust as thought leaders. The Senior Customer Success Manager will manage a portfolio of Enterprise and SMB clients, focusing on client retention and upsell. Your strategic account management will enable product optimization and industry best practices.

You should have a strong passion for sports, previous hands-on account management experience, with a SaaS/data or Sports Sponsorship/Partnership background, and thrive in a fast-paced environment. This role involves partnering with Marketing, Product, Sales, and Executive Leadership to orchestrate account success.

What You'll be Doing

• Deliver value to a portfolio of rights holder, agency, and brand clients through day-to-day account management and operational support to retain and grow accounts.
• Develop annual account plans outlining strategies for client success and advocate for internal resources.
• Negotiate and close up-selling and renewal opportunities.
• Serve as the lead point of contact for assigned client accounts.
• Build and maintain strong, strategic relationships with clients' executives.
• Guide clients in platform usage to meet their business needs and maximize value.
• Monitor client performance, share best practices, and identify new business opportunities.
• Collaborate with Data Ops and Support teams on high-impact requests and escalations.
• Identify internal process improvements to enhance service delivery.
• Communicate project and client activity updates internally, highlighting opportunities for product development or documentation.
• Create and share client case studies with Marketing to showcase platform success stories.
• Maintain and update CRM for accurate data capture, account management, and forecasting.

Qualifications

• 4-7 years' experience managing a book of business with a focus on recurring revenue, including renewals and upselling.
• Proven ability to grow and expand revenue streams.
• Strong executive presence with the ability to articulate value at all levels.
• Entrepreneurial mindset focused on business strategy and customer success.
• Excellent problem-solving and analytical skills.
• Experience with tools like Salesforce, Pendo, or similar Customer Success platforms.
• Willingness to travel approximately 25% of the time.
• Customer-centric mindset.

What's In It For You?

At Relo Metrics, the total rewards package includes a competitive base salary, benefits, and wellness programs. The estimated base salary for this role is £65,000 annually, which may vary based on experience, location, and market conditions. The package may also include a bonus, commission, or stock incentives. More details will be shared during the hiring process. Learn more at .

Note: This position offers hybrid work. Relo Metrics is primarily considering applicants residing in the London area for business needs, including client interaction, team collaboration, and timezone considerations.