Team Lead, Relationship Management - Grata

Datasite and its associated businesses are the global center for facilitating economic value creation for companies across the globe. From data rooms to AI deal sourcing and more. Here you’ll find the finest technological pioneers: Datasite, Blueflame AI, Grata, and Sherpany. They all, collectively, define the future for business growth.   Apply for one position or as many as you like. Talent doesn’t always just go in one direction or fit in a single box. We’re happy to see whatever your superpower is and find the best place for it to flourish.   Get started now, we look forward to meeting you. Job Description: Grata for Datasite is the leading private market dealmaking platform. We make it easy to find, research, and engage with private companies. Our platform has the most comprehensive, accurate, and searchable proprietary data on private companies, their financials, and their owners.  We help leading investors (PE/growth), investment bankers, management consultants, and corporate development teams discover and win more deals. Grata has over 1,500 customers and has been widely recognized as the market leader by G2, PE Wire, and more.  About the Role  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, which means our employees work from our London office on Mondays, Tuesdays and Thursdays.  At Grata, we will expect you to:  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.    Manage a small RM team  Lead a team of 1-2 Relationship Managers, 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.  Operationalize Success  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.   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  #LI-Grata 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.