Relationship Manager

Relationship Manager

Big Time is rebuilding how customer success works. Not iterating on it — rebuilding it. The Relationship Manager is the commercial owner of a book of Big Time 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 — doesn't match how we're 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.

We're 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 Big Time's platform well, has earned trust with customers, and is motivated by hitting a number.

If you're looking for a role where retention is the ceiling, this isn't it. If you're looking for one where it's the floor, keep reading.

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

Our flagship SaaS platform powers 2,800+ consulting firms worldwide, tracking over $4B in billable time each year. We're on a mission to become the leading AI-driven platform guiding professional services organizations to excel in delivery, resource, and financial management.

Now, we're launching a new model for driving customer value — one where the RM function drives measurable revenue outcomes, not just satisfaction scores.

Big Time is deploying an AI agent layer across the commercial org. For the Relationship Manager role, that means: at-risk alerts surface before customers escalate, Q  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 CS tools.

The cleaner your data, the more we can build. You will be expected to carry a book that reflects that leverage. In 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.

You own the full post-sale lifecycle for a defined book of accounts — onboarding through renewal and expansion. Your scorecard is NRR. Here’s 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 firm’s Big Time 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 Big Time’s AI agent stack — at-risk alerts, Q  prep, client intelligence. Learn it, use it, improve it.
• Translate a firm’s business model into a Big Time usage strategy. Understand how they staff projects, track time, manage resources, and bill clients. Then show them where they’re 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…