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BigTime is an AI-powered professional services platform used by 2,800+ consulting firms worldwide. The Relationship Manager is a commercial revenue owner responsible for a book of customer accounts post-sale, carrying a quota focused on Net Revenue Retention (NRR) and expansion.
This role represents a reimagined customer success function. Rather than reactive satisfaction-focused work, the RM proactively drives retention, adoption, and expansion. BigTime has deployed an AI agent layer across the commercial organization to handle administrative overhead—at-risk alerts surface automatically, QBR prep is automated, and client intelligence is aggregated before calls. This leverage allows RMs to carry larger books and focus on high-value relationship and revenue work.
Key Responsibilities:
- Own the full post-sale lifecycle for a defined account portfolio from onboarding through renewal and expansion
- Maintain data hygiene in Salesforce and CS tools; run independent account audits
- Assess product utilization across BigTime modules (Delivery, Resource Management, Quotes, Payments, Enterprise) and build maturity roadmaps
- Lead onboarding and enablement independently—configure workflows, deliver training, set up instances based on customer operations
- Execute the RM Engagement Model with proper cadence, touchpoints, and stakeholder coverage by account tier
- Operate BigTime's AI agent stack; learn, use, and improve it
- Translate customer business models into BigTime usage strategies; identify where they're leaving value on the table
- Build and close expansion pipeline within your book; run account plans and close incremental revenue
- Manage renewal health proactively; risk should never surface in renewal conversations
- Build multi-stakeholder relationships including economic buyers that survive personnel and product changes
- Partner with Forward Deployed Engineers on accounts requiring deeper technical engagement
Ideal Candidate:
- Demonstrable track record of owning customer outcomes and driving commercial results post-sale
- Evidence of carrying a number, closing expansion deals, and building durable relationships
- Commercially motivated; comfortable with quota and variable compensation tied to NRR and expansion
- Product fluent across all BigTime modules; can run product conversations with finance/ops leads independently
- Financially oriented; prioritizes time based on ARR, renewal timing, and expansion potential
- Relationship-driven at multiple levels; builds with economic buyers, not around them
- Proactive by default; identifies risk and opportunity before they surface
- Comfortable with ambiguity and mid-transformation environments; motivated by building something not yet fully defined
- Does not require a stable, fully-defined playbook to perform
BigTime has been featured on Inc.'s 500 Fastest Growing Companies four years running and named one of Crain's Best Places to Work three years running.
