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About the role
- Director of Relationship Management leading Client Success team at Ministry Brands. Implementing strategies for client adoption and satisfaction while driving measurable revenue outcomes.
Responsibilities
- Reporting to the Senior Vice President of Enterprise Sales & Strategic Client Management, the Director, Relationship Management will lead the Client Success team responsible for driving product adoption through high-tech, low touch methodology.
- This leader will implement strategies that maximize client product adoption, retention, expansion, and satisfaction while delivering measurable revenue outcomes across the Ministry Brands portfolio.
- Drive product adoption and utilization for new and existing clients to grow retention and cross product purchases
- Develop and execute strategic prioritization of projects for the team
- Establish clear time to first value and/or value realization metrics for new clients and commercialization projects
- Monitor accounts for risk indicators and implement appropriate intervention strategies where needed
- Lead, coach, and develop a high-performing team of Client Success Associates focused on enterprise church and mission/ministry clients
- Implement performance management frameworks that align team activities with commercial outcomes
- Create consistent product adoption methodologies and playbooks
- Recruit and retain top talent within the Client Success Associate function
- Establish career progression paths and professional development opportunities for team members
- Design engagement models across Protestant and Catholic segments and Mission/Ministry organizations
- Develop programs that accelerate client time-to-value and improve product adoption
- Implement early warning systems to identify at-risk accounts and drive proactive intervention using tools like 6th Sense
- Create client health and product utilization tracking models specific to client categorization
- Ensure that ARM team is regularly communicating about client facing notifications and sharing content across all departments
- Collaborate with Marketing on timely delivery of quality communications which adhere to brand and voice standards
- Coordinate with Product Pendo Owner for in product messaging and onboarding initiatives
- Partner with Operational Enablement for article and video creation, publishing and content curation
Requirements
- 7+ years of progressive leadership experience in account management, client success, or related client-facing roles
- Bachelor's degree or an equivalent combination of education and experience
- Proven track record of driving revenue retention and expansion in a B2B SaaS environment
- Experience managing and developing teams
- Demonstrated success implementing and optimizing product adoption programs
- Experience supporting faith-based organizations, preferred
- Data-driven approach to account planning and team performance management
- Excellent client relationship skills with ability to understand ministry and non-profit operations needs
- Strategic thinking combined with tactical execution capabilities
- Understanding of SaaS business models and customer lifecycle management
- Empathetic leadership style with appreciation for the unique needs of faith-based organizations
Benefits
- Robust healthcare options – Employees have several healthcare options to choose from in order to find what works best for them.
- Flexible paid time off – There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays!
- Paid parental leave – Adding a new child to the family is a big adjustment! We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.
- Mental health support – Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost.
- Professional development reimbursement – Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career.
- Employee Recognition & Rewards - At Ministry Brands, we use Nectar to celebrate achievements and strengthen our culture of recognition. This social platform empowers employees to send meaningful kudos, award points redeemable for rewards, and highlight contributions that exemplify our values. Through Nectar, we foster engagement and appreciation while providing tangible ways to recognize great work.
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