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.
If residing within commutable distance to one of our offices, a hybrid schedule would be requested, (3 days in office, 2 days work from home). Remote work may be considered for those outside of commutable distance to an 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
