Relationship Manager

BigTime is rebuilding how customer success works. Not iterating on it rebuilding it. The Relationship Manager is the commercial owner of a book of BigTime accounts. You carry a quota. You own NRR. You close expansion. You do not wait for renewals to surface risk.

This role exists because the traditional CSM model reactive satisfaction-focused measured on health scores doesnt match how were building this company. The RM is the primary owner of the customer relationship post-sale accountable for retention adoption and expansion. It requires deep product fluency genuine relationships built across multiple stakeholders and the judgment to act on growth opportunities before they become visible in a conversation.

Were running an AI-native operating model where agents handle administrative overhead which means you carry a larger book than a conventional CS role supports and spend your time on the work that actually moves revenue. The right candidate knows BigTimes platform well has earned trust with customers and is motivated by hitting a number.

If youre looking for a role where retention is the ceiling this isnt it. If youre looking for one where its the floor keep reading.

Who We Are

BigTime is the AI-powered professional services platform enabling intelligent decisions and delivering profitable growth. Weve proudly been featured on Inc.s 500 Fastest Growing Companies in America four years in a row and named one of Crains Best Places to Work three years running.

Our flagship SaaS platform powers 2800 consulting firms worldwide tracking over $4B in billable time each year. Were on a mission to become the leading AI-driven platform guiding professional services organizations to excel in delivery resource and financial management.

Now were launching a new model for driving customer value one where the RM function drives measurable revenue outcomes not just satisfaction scores.

The Operating Model

BigTime is deploying an AI agent layer across the commercial org. For the Relationship Manager role that means: at-risk alerts surface before customers escalate QBR prep is automated and client intelligence is aggregated and ready before your calls. The administrative overhead that consumes traditional CS roles is being systematically reduced. This is only possible through proper hygiene in Saleseforce. The cleaner your data the more we can build. You will be expected to carry a book that reflects that return you spend your time on relationship depth and revenue not on status updates and deck formatting.

This is not a future-state pitch. The agent stack is live and expanding now.

What Youre Accountable For

You own the full post-sale lifecycle for a defined book of accounts onboarding through renewal and expansion. Your scorecard is NRR. Heres how you get there:

• Maintain proper hygiene in CS tools (vitally salesforce etc)

• Run independent account audits across your book. Assess product utilization by module identify adoption gaps and build a prioritized maturity roadmap for each firm Lead onboarding and enablement without escalation. Configure workflows deliver training and set up each firms BigTime instance based on how that firm actually operates.

• Follow the RM Engagement Model for how we engage every account in your book the right cadence touchpoints and stakeholder coverage based on account tier so no customer falls outside the standard for how we show up for them.

• Operate BigTimes AI agent stack at-risk alerts QBR prep client intelligence. Learn it use it improve it.

• Translate a firms business model into a BigTime usage strategy. Understand how they staff projects track time manage resources and bill clients. Then show them where theyre leaving value on the table.

• Build and close expansion pipeline within your book. Run account plans identify incremental revenue opportunities and close them.

• Manage renewal health proactively. Risk should never surface in a renewal conversation. Build multi-stakeholder relationships including with economic buyers that outlast any single champion.

• Partner with Forward Deployed Engineers on accounts where deeper technical engagement unlocks adoption or reduces churn risk. You own the relationship; they go deep on the technical side.

Who You Are

You have a demonstrable track record of owning customer outcomes and driving commercial results in a post-sale environment. The title on your resume matters less than the evidence: Did you carry a number Did you close expansion Did you build relationships that held through personnel changes and product transitions

Beyond the track record this role requires a specific mindset. BigTime is mid-transformation operating model redesign in progress AI infrastructure being built in real time. You need to be comfortable with ambiguity motivated by building something that doesnt fully exist yet and capable of operating without a complete playbook. If you need a stable defined environment to perform this role will frustrate you.

Specifically:

• Commercially motivated. Comfortable with quota variable comp tied to NRR and expansion and a scoreboard thats visible to everyone. Retention is the floor.

• Product fluent. You understand what success looks like across every BigTime module Delivery Resource Management Quotes Payments Enterprise and how firms get maximum value when modules work in combination. You can run a product conversation with a firms finance or operations lead without support.

• Financially oriented. You understand your book as a portfolio. You prioritize time and effort based on ARR renewal timing and expansion potential not loudest customer wins.

• Relationship-driven at multiple levels. You build with economic buyers not around them. You maintain those relationships through renewals personnel changes and product transitions.

• Proactive by default. You identify risk and opportunity before they surface in customer conversations. You dont wait for escalations.

• Builder mentality. Youre joining a function that is being redesigned. Youll help define processes flag whats broken and build the playbook alongside leadership. Thats an opportunity not a burden if this description fits you.

• Industry background. Experience in professional services SaaS or management consulting preferred. Familiarity with how consulting or services firms staff projects track time manage resources and bill clients accelerates credibility with customers.

What We Offer:

• Competitive salary with commissions

• Company pays 100% of benefits including medical dental vision disability and life insurance.

• 401k with generous company match.

• Hybrid work schedule: in office 3 times a week.

• Generous time off and paid company holidays.

• Paid Parental Leave.

• Fresh fruit snacks cold brew coffee/tea soda and sparkling water.

• Company provided latest technology & software tools.

• A collaborative team strong growth culture and opportunities to make an immediate impact.

The expected salary for this position ranges from $80000 to $95000 annually. The actual salary will be determined on an individualized basis taking into account a wide range of factors including but not limited to relevant skills experience education and where applicable licenses or certifications addition to base salary and a competitive benefits package this position may be eligible for additional types of compensation such as bonuses.

Applicants must be authorized to work in the U.S. BigTime Software Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status or any other characteristic protected by law. Your Right to Work: in compliance with federal law all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. We are unable to sponsor or take over sponsorship of an employment Visa or STEM OPT at this time.