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Director, Customer Success

Relo Metrics (a Division of GumGum)
New York, NY

Job Details

$163,750 - $211,875 a year

Benefits

401(k) matching

Qualifications

Data-driven problem-solving

Full Job Description

Relo Metrics is at the forefront of sports sponsorship analytics, empowering brands and rights holders with actionable insights to maximize their investments. As an industry leader, we harness advanced computer vision technology to analyze broadcast, streaming, and social media content, delivering precise, real-time data that drives sponsorship value. Join our team of innovative thinkers and pioneers in a collaborative environment where technology meets creativity, and be a part of transforming the sports analytics landscape. Whether you are starting your career or looking to advance it, Relo Metrics offers a place where your work will make an immediate impact.

The Director, Customer Success is responsible for leading the Sports Customer Success organization while directly managing a portfolio of strategic enterprise accounts. This player/coach role owns the execution of customer retention, expansion, and engagement strategies that drive Net Revenue Retention (NRR) and long-term client success. The Director partners cross-functionally to maximize customer outcomes, protect recurring revenue, and identify opportunities for sustainable growth. This role will be performed in a hybrid working environment, so candidates should either be within commuting distance to our Santa Monica, CA office or our NYC office.

What You'll Achieve

Lead & Scale a High-Performing Team: Own the growth, mentorship, and performance management of the Customer Success team, fostering an inclusive culture focused on meeting group metrics.
Execute the Functional Roadmap: Drive and track progress against a long-term strategic plan that aligns CS goals with company financials and product adoption milestones.
Own Core Revenue Metrics: Maintain direct accountability for company revenue objectives, maximizing Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
Drive Account Expansion: Proactively identify upsell opportunities and implement scalable renewal and growth motions across the customer lifecycle.
Champion Strategic Enterprise Accounts: Serve as the executive sponsor for a portfolio of key accounts, building trusted-advisor relationships with senior stakeholders to secure long-term adoption.
Optimize Operational Excellence: Identify and resolve bottlenecks within the CS journey to improve the overall quality, velocity, and efficiency of the team's work.
Mitigate Churn Responsibly: Advance account health frameworks and predictive risk mitigation strategies to minimize churn and secure premium client retention.
Deliver Disciplined Forecasting: Own the forecasting, analysis, and cross-functional reporting on renewals, expansion pipelines, and revenue risks.

Skills You'll Bring

Revenue & Commercial Savvy: Deep understanding of customer economics, with a proven ability to drive NRR through strategic renewals, engagement, and expansion.
Player-Coach Leadership: Experience successfully managing and mentoring customer-facing teams while simultaneously maintaining personal ownership of high-value accounts.
Executive Relationship Management: Exceptional ability to build credibility, command authority, and influence C-suite and senior stakeholders.
Strategic Account Planning: Expertise in developing multi-threaded account plans that directly connect customer outcomes to company financial goals.
Data-Driven Forecasting: Strong commercial acumen with experience forecasting renewals, identifying revenue risks, and building proactive growth plans.
Tech Stack Proficiency: Skilled in utilizing CRM and modern Customer Success platforms to track account health and team performance.
Transparent Communication: Advanced communication and mentorship skills, with a knack for sharing information effectively across all levels of the organization.
High Company Citizenship: A collaborative, big-picture team player who navigates organizational change smoothly and prioritizes overall company success.
SaaS/Data Analytics Background: 7–10 years of experience in Customer Success or Account Management specifically within the SaaS or data analytics sectors.
Leadership Track Record: 2–4 years of experience directly managing and scaling a multi-functional or sizable team.
Proven Revenue Ownership: A demonstrated history of owning a recurring revenue portfolio and consistently exceeding retention, renewal, and expansion targets.
Educational Foundation: Bachelor's degree in Business Administration, Marketing, Sports Management, or a related field.

What We Offer

At Relo, competitive base pay is a part of a total rewards package. The reasonable estimated base pay range for this role is from $163,750 - $211,875 OTE (base + bonus) annually depending on location. The actual amount may be higher or lower. Individual compensation will vary based on factors including, but not limited to, relevant qualifications, work location, and labor market conditions.

The total rewards package offered also includes an employer-matched 401(k) retirement plan, and depending on the role, participation in a bonus, commission, or stock incentive program. Your recruiter can share more specifics during the hiring process.

Note: Relo fosters a flexible work environment, offering employees the ability to work either in-office or remotely/from home. However, for occasional in-person collaboration, we kindly ask that this position be located within a 'commutable' distance to our office.

Skills You'll Bring

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