Job Description
Avetta’s SaaS platform connects the world’s leading organizations with qualified suppliers, contractors, and vendors. We bring unmatched visibility to companies through cloud-based technology and human insights. As a result, we foster sustainable growth for businesses and their supply chains. Our SaaS subscription software is used by 85k+ active customers in over 100 countries.
SUMMARY
As the Manager, Relationship Management, you will lead a team of Relationship Managers responsible for driving retention across a defined book of high-priority supplier accounts. Your focus will be on coaching, process execution, and strategic oversight to reduce churn, increase supplier satisfaction, and create a consistent, value-driven experience.
You’ll balance day-to-day operational leadership with strategic alignment to broader lifecycle initiatives. Success in this role requires strong people leadership, CRM fluency, and a passion for improving customer experience through proactive outreach and scalable processes.
At Avetta, our suppliers are more than participants — they are partners in creating safer supply chains. Your leadership will ensure that every supplier feels seen, supported, and set up for renewal success.
This is a hybrid role, working three days a week in our beautiful Lehi office.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Team Leadership & Coaching
- Manage and develop a team of Relationship Managers focused on proactive retention
- Set clear expectations and coach the team to meet KPIs across outreach, engagement, and renewal forecasting
- Conduct regular 1:1s and team check-ins focused on performance, supplier experience, and continuous improvement
- Support career growth, skill development, and employee engagement
Operational Oversight
- Oversee task assignment, account coverage, and lifecycle playbook adherence
- Ensure accurate documentation of supplier interactions in Salesforce
- Monitor team performance metrics and drive execution against goals
- Maintain high visibility into risk indicators and remove blockers to team success
Strategic Execution & Process Improvement
- Partner with Director and cross-functional peers to refine lifecycle retention strategy
- Provide feedback on health scoring, automation, and engagement tactics
- Collaborate with Sales, Support, Product, and Billing to resolve friction points
- Contribute to programmatic improvements that increase efficiency and supplier satisfaction
Customer Experience Advocacy
- Champion the voice of the supplier internally, ensuring that trends and insights are shared with relevant teams
- Elevate systemic issues and advocate for experience-driven solutions
- Promote a team culture rooted in supplier partnership, proactive engagement, and long-term retention
IDEAL EXPERIENCE, EDUCATION & TRAINING:
- - 3–6 years of experience in account management, customer success, or renewals (with at least 1–2 years in a people management role)
- Strong understanding of lifecycle-based engagement and proactive retention models
- Proven success in coaching teams to performance outcomes
- Proficient in Salesforce with a strong understanding of CRM best practices
- Excellent verbal and written communication skills
- Data-driven mindset with the ability to analyze performance and identify trends
Preferred :
- Experience managing a book of business in a B2B SaaS or compliance-driven environment
- Familiarity with health scoring, lifecycle triggers, and automated engagement tools (e.g., ChurnZero, Gainsight, HubSpot)
- Track record of building a culture of accountability and engagement within a high-performance team
- Strong cross-functional collaboration and problem-solving skills
