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 — 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 BigTime'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.

Who We Are

BigTime 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.

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 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.

What You're Accountable For

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 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 BigTime’s AI agent stack — at-risk alerts, QBR prep, client intelligence. Learn it, use it, improve it.

• Translate a firm’s business model into a BigTime 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 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 doesn’t 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 that’s 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 firm’s 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 don’t wait for escalations.

• Builder mentality. You’re joining a function that is being redesigned. You’ll help define processes, flag what’s broken, and build the playbook alongside leadership. That’s 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 $80,000 to $95,000 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 held. In 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.