Relationship Manager

One Door • Boston, MA

1d

About The Position

Key Responsibilities: Customer Relationship Management Is responsible for overall health and retention of assigned accounts Serve as the main point of contact and communications hub for assigned customer accounts, building long-term, tactical and strategic relationships Develop a deep understanding of each customer’s platform usage, organizational structure, business model, objectives, and success metrics Act as a trusted advisor to help customers realize the full value of our platform Maintain strong advocacy and referenceability Handle all day-to-day account management functions, including billing support and release management. Renewal & Expansion Proactively identify and upsell/cross-sell services opportunities Supports contract renewals as well as product and services upsell/cross-sell opportunities Supports services upsells Supports and tracks the renewal process, engaging the account stakeholders, managing customer communication and tactical logistics Surface upsell and cross-sell opportunities that align with customer goals and drive adoption and incremental revenue Collaborate with internal teams to propose and execute account growth plans Account Strategy & Advocacy Develop and advise on account strategies that maximize customer lifetime value and retention. Proactively monitor account health, usage trends, and satisfaction levels to prevent churn Organize and translate data into cohesive delivery via regular customer business reviews Serve as the voice of the customer internally, advocating for their needs in product discussions and roadmap planning. Drive towards 100% referenceability Collaboration & Execution Partner closely with customer experience and with product management, and the executive teams to ensure a cohesive customer experience Identify trends across customers to act as an advisor to product management Engage internal subject matter experts to support customer conversations where necessary. Provide regular feedback from customer interactions to inform feature development and service improvements. Maintain accurate and up-to-date records of account activities and pipeline in CRM systems. Qualifications 3 - 5 years of experience in Account Management, Relationship Management, or Customer Success within a SaaS or technology company Proven ability to identify expansion opportunities in customer accounts while maintaining high satisfaction Strong business acumen and consultative skills Excellent communication and presentation abilities Ability to manage multiple accounts concurrently and organize interactions with internal specialty functions Experience with space planning and/or visual merchandising platforms Bachelor’s degree in Business, Marketing, or a related field What Success Looks Like High customer retention and satisfaction scores Consistent achievement of supporting renewal and expansion targets Deep, trusted relationships with key customer stakeholders Cross-functional collaboration that results in measurable customer outcomes One Door is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Welcome! Thank you for visiting your candidate portal. We’re a team of doers, out-of-the-box thinkers, innovators, and question-askers. We love what we do, and these values shape how we work and who we are. Here, you can track your application status, update your profile, and explore new opportunities with us. We’re excited to support you throughout your journey and look forward to staying connected. We change the game and bring retail’s in-store vision to life. We power the entire visual merchandising process, transforming strategy into exceptional in-store experiences. Our platform simplifies and automates the creation, communication, and execution of merchandising tailored to every fixture, shelf, and peg. By harnessing AI and smart technology, we enable retail teams to plan with precision, collaborate more effectively, ensure consistent execution, and gain actionable insights all through one streamlined solution. Smarter visual merchandising. Stronger results.

Requirements

• 3 - 5 years of experience in Account Management, Relationship Management, or Customer Success within a SaaS or technology company
• Proven ability to identify expansion opportunities in customer accounts while maintaining high satisfaction
• Strong business acumen and consultative skills
• Excellent communication and presentation abilities
• Ability to manage multiple accounts concurrently and organize interactions with internal specialty functions
• Experience with space planning and/or visual merchandising platforms
• Bachelor’s degree in Business, Marketing, or a related field

Responsibilities

• Customer Relationship Management Is responsible for overall health and retention of assigned accounts
• Serve as the main point of contact and communications hub for assigned customer accounts, building long-term, tactical and strategic relationships
• Develop a deep understanding of each customer’s platform usage, organizational structure, business model, objectives, and success metrics
• Act as a trusted advisor to help customers realize the full value of our platform
• Maintain strong advocacy and referenceability
• Handle all day-to-day account management functions, including billing support and release management.
• Proactively identify and upsell/cross-sell services opportunities
• Supports contract renewals as well as product and services upsell/cross-sell opportunities
• Supports services upsells
• Supports and tracks the renewal process, engaging the account stakeholders, managing customer communication and tactical logistics
• Surface upsell and cross-sell opportunities that align with customer goals and drive adoption and incremental revenue
• Collaborate with internal teams to propose and execute account growth plans
• Develop and advise on account strategies that maximize customer lifetime value and retention.
• Proactively monitor account health, usage trends, and satisfaction levels to prevent churn
• Organize and translate data into cohesive delivery via regular customer business reviews
• Serve as the voice of the customer internally, advocating for their needs in product discussions and roadmap planning.
• Drive towards 100% referenceability
• Partner closely with customer experience and with product management, and the executive teams to ensure a cohesive customer experience
• Identify trends across customers to act as an advisor to product management
• Engage internal subject matter experts to support customer conversations where necessary.
• Provide regular feedback from customer interactions to inform feature development and service improvements.
• Maintain accurate and up-to-date records of account activities and pipeline in CRM systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level