Head of Strategic Relationship Managment

Working at Thoropass

 

At Thoropass, we are on a mission to transform an industry that’s never been known for innovation, but we aren’t letting that stop us. We love collaborating to come up with new ways to solve problems that would stump other teams, and we have created a workplace where the best idea wins, and we bring out the best in each other.

 

Our team is full of entrepreneurial people with a bias toward action, an insatiable intellectual curiosity, and a desire to learn and grow personally and professionally. By bringing remarkably talented people together, we have the opportunity to create something truly amazing for our customers and our team.

 

What We Do

 

Thoropass combines simple software with expert guidance to help SaaS companies manage security compliance, security audits, and enterprise procurement security diligence. Thoropass helps companies adopt stage-appropriate compliance practices that enterprises can trust and reduce the time and costs of security audits by 50% or more.

 

We are a rapidly expanding team based in New York. We were founded in May 2019 and raised our Series C funding in November 2022. Our top investors include J.P. Morgan, PayPal Ventures, Fin Capital, Centana, and Bain Capital. We're growing customers and revenue dramatically, and we’re poised for continued break-out growth in 2024 and beyond.

 

About the Job

 

As the Head of Strategic Relationship Management, you will play a critical role in fostering and expanding our relationships with our existing customer base. Your primary goal will be to ensure the long-term success and satisfaction of our clients, leading to sustained revenue growth and enhanced customer loyalty. You will be responsible for developing and implementing strategies that deepen our engagement with current clients, identifying opportunities for upselling and cross-selling, and ensuring that our customers derive maximum value from our solutions.

 

What you’ll do:

 

• Develop and execute a comprehensive relationship management strategy that supports customer retention and revenue growth.
• Lead a team of relationship managers, setting clear goals and KPIs, and providing ongoing coaching and support.
• Work closely with the sales, marketing, and product teams to align strategies and ensure a cohesive customer journey.
• Conduct regular reviews with key clients, understanding their needs, challenges, and feedback, and aligning our services to meet their evolving requirements.
• Identify opportunities for upselling and cross-selling within the existing customer base, collaborating with the sales team to capitalize on these opportunities.
• Serve as a senior point of contact for key customers, building strong, long-term relationships with decision-makers and influencers.
• Gather customer insights and feedback, and work with the product team to guide product development and enhancements.
• Lead initiatives to improve customer satisfaction and loyalty, including tailored communication strategies, customer events, and advocacy programs.
• Analyze customer data and market trends to inform strategies and report on the health of customer relationships and account growth.
• Collaborate with the marketing team to create case studies, testimonials, and references from satisfied clients.

 

Skills and Competencies 

 

• Detail Oriented
•  Innovative:  finds new ways to solve persistent problems
• Consultative - identifies and builds relationships with key stakeholders, asks questions before providing advice.
• Forecasting - has an eye toward the future and plans for 3-4 quarters out,  Uses leading indicators to predict where things will land then works today to solve for them. 
• Relationship Management - builds strong relationships both inside and outside the organization
• Proposal Writing and Customer Service - possesses expertise in writing proposals and in customer service, can teach these skills to others.

Qualifications:

 

• Bachelor’s degree in Business, Marketing, Communications, or a related field. An MBA is a plus.
• Minimum of 7 years of experience in relationship management, customer success, or a similar role in a SaaS environment.
• Proven track record of growing customer accounts and maintaining high levels of customer satisfaction.
• Strong leadership skills wit