Director, Customer Success

Relo Metrics is at the forefront of sports sponsorship analytics, empowering brands and rights holders with actionable insights to maximize their investments. The Director, Customer Success is responsible for leading the Sports Customer Success organization while directly managing a portfolio of strategic enterprise accounts, focusing on customer retention, expansion, and engagement strategies that drive Net Revenue Retention (NRR).

Responsibilities:

• Own the growth, mentorship, and performance management of the Customer Success team, fostering an inclusive culture focused on meeting group metrics
• Drive and track progress against a long-term strategic plan that aligns CS goals with company financials and product adoption milestones
• Maintain direct accountability for company revenue objectives, maximizing Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
• Proactively identify upsell opportunities and implement scalable renewal and growth motions across the customer lifecycle
• Serve as the executive sponsor for a portfolio of key accounts, building trusted-advisor relationships with senior stakeholders to secure long-term adoption
• Identify and resolve bottlenecks within the CS journey to improve the overall quality, velocity, and efficiency of the team’s work
• Advance account health frameworks and predictive risk mitigation strategies to minimize churn and secure premium client retention
• Own the forecasting, analysis, and cross-functional reporting on renewals, expansion pipelines, and revenue risks