Description
Relationship Manager

We are looking for a Relationship Manager who will own the customer relationship end-to-end. You accept and assume ownership of the client account at handoff from the sales teams, and from that point, every outcome on your accounts is yours: time to first value, adoption, client experience, expansion, and renewal. Your scorecard is net revenue retention (NRR).

We have an aggressive growth plan and are looking to add to our team. You would be a great fit to execute on this vision if you:

• Thrive in a fast-paced, ever-evolving environment
• Are passionate about bringing innovation to transitional industries
• Have experience in Heavy Industry or Technology
• Are proactive in creating creative solutions to complex problems
• Are client-focused. Our success is built on strong relationships between us, our clients and their contractors. If you excel at collaboration and are committed to delivering customer value, you will fit right in
• Treat AI as a core part of how you work

What we value:

• Customer-centric: strives to create delightful experiences, make customers' lives easier, and be a trusted partner to clients and their contractors.
• Builds Trust: demonstrates open and clear communication in all interactions, holds themselves accountable, and is respectful to colleagues, customers, and partners.
• Bias for Action: moves work forward by taking the next step rather than stopping at opinions, keeps timelines tight, and maintains deliberate momentum to drive results.
• Growth Mindset: values resilience and believes effort leads to improvement; treats mistakes as stepping stones, welcomes feedback, and prioritizes outcomes over ego by evaluating ideas on their merit.
• Deep Curiosity: asks a lot of questions, digs into hard problems, challenges their own thinking, and keeps experimenting rather than settling for what is already known.

About This Role:

Reporting to the Director, Client Success, this is an individual contributor role that holds a pivotal, revenue-owning place in our organization. You are accountable for net revenue retention across a portfolio of accounts. This is an outward-facing role, where your ability to ask questions, actively listen, lead with curiosity, deeply understand, empathize and influence outcomes with our clients is key to success.

You will complement the team and role best when you have a passion for relationship building, agile project management, and creative problem solving, and thrive in a cross-functional environment with the ability to distill complex ideas and workflows into simple processes. As a Relationship Manager, you work closely with PayShepherd clients, including their executive leadership.

You own the customer relationship end to end. That means owning adoption, value realization, expansion, and renewal, surfacing risk early with a point of view on mitigation, and keeping PayShepherd's value in front of executive stakeholders.

Primary Responsibilities:

You own and are accountable for the customer relationship, end-to-end. Every outcome on your accounts is yours.

• Build trusted-advisor relationships with client executives and run executive business reviews.
• Grow net revenue retention (NRR) on your book. This is your scorecard. Holding the account is the floor. Growth is the job.
• Own the stakeholder map. Continuously discover new stakeholders across the account and attach PayShepherd's value proposition to what each one specifically cares about.
• Drive adoption where it does not exist. Own the adoption gap on your accounts and mobilize the team to close it.
• Own value realization, and always be closing. PayShepherd's value comes off you in every interaction, never banked for renewals or business reviews. Continuously and proactively discover, baseline and attribute our full realized impact: cost savings, risk reduction, efficiency gains, and strategic contracting value, not just dollars caught, before the customer ever has to ask.
• Surface churn risk early with a point of view on mitigation. Keep leadership current on risks and opportunities across your book.
• Lead implementation through to fast first value and a renewable relationship.
• Collaborate across teams, including product, sales, and engineering, to drive better client outcomes.
• Build and maintain AI-assisted workflows across the relationship management motion (account planning, renewal and expansion prep, value attribution, executive business reviews, and risk monitoring) so you can go deeper on more accounts.
• Use AI to analyze account usage, spend, and value data, surface expansion and churn signals, and turn them into clear actions, value narratives, and customer-ready summaries.
• Automate the repetitive parts of your work (status updates, EBR prep, first-pass account research) so your time goes to relationships, negotiation, and outcomes.

What you need to succeed / what will set you apart

• 5+ years of work experience in a relevant field
• This may have been a role(s) in contracts and procurement, cost control, project management, maintenance and operations, engineering, etc.
• Direct experience in contracting (post-formation, award management of a services contract) is considered an asset
• Relevant experience (partnerships, contract formation, contract accountability) in a technology or SaaS organization or high growth company is considered an asset
• Leading a technology implementation, knowledge of scaling financial or accounting software products, or experience in enterprise B2B SaaS is an asset
• A commercial owner's mindset: comfortable owning a number, leading renewal and expansion conversations, and negotiating with client executives
• Project Management experience is required, including the ability to:
• Prioritize and balance workload and competing priorities
• Lead a team of peers to achieve a clearly articulated outcome
• Evaluate and articulate risks on a client account or project plan
• You are a fast learner and natural problem solver, ready to roll up your sleeves and get to work, including flexing the hours when necessary to deliver on targets and client expectations
• Desire and ability to learn and navigate the PayShepherd solution
• Proficiency in working with ambiguity, including proven ability to:
• analyze and break down complex situations into smaller sub processes to determine a succinct outcome
• prepare, coordinate and deliver on logical action plans to achieve the outcome against key objectives
• take a consultative approach when problem solving with clients
• Think critically and communicate under pressure, weighing multiple approaches in real time. This is exactly what our interview case study is designed to surface
• Ability to collaborate within an organization, balancing client needs and business growth
• Effective written and spoken communication skills, including the ability to:
• build and deliver visually appealing, well articulated content fit to a specific audience
• communicate professionally across various levels of leadership
• Relationship builder with the ability to listen when others may not; skilled at stakeholder engagement and influential leadership, including high emotional intelligence and the ability to communicate in a relatable way to a wide range of audiences internally and externally, with a solutions-oriented growth mindset that adapts strategically to change
• Eagerness to climb the AI proficiency ladder quickly. The expectation for this role is that you reach Builder level, automating real parts of your own job, and keep going
• Excellent Microsoft Office (Excel, PowerPoint, MS Project) and Google Suite skills (Google Drive, Gmail, Google Sheets, Google Docs), plus comfort adopting new AI tools quickly
• You are willing and able to travel occasionally within Canada and to the US
• Bilingual in English and French would be a valued asset

Bonus points if you have:

• Relevant experience in Enterprise B2B SaaS
• Experience using or implementing data-heavy products
• Management Consulting experience
• Facilitation training and experience, including knowledge of process mapping
• Proven track record of presenting to executives to drive influential outcomes

What you will enjoy

• Remote work
• Qualify for variable compensation based on focused business objectives
• Flexibility, professional development, internal mobility, high growth environment, intrinsically rewarding work, self-determination, day to day variety
• Best-in-class AI tools, and a culture that funds and celebrates building with AI

Compensation

• Full-time, permanent position
• Qualify for variable compensation based on quarterly goals plus an attractive stock options plan
• Standard benefits and vacation

Our Interview Process

Our interview process includes a case study so we can see how you actually think and work, not just how you interview. There is no right or wrong answer. It gives you a real feel for the role, and it gives us a clear picture of how you would approach strategic client and renewal situations.

• Ahead of the interview, you will receive a PayShepherd scenario
• You come prepared to share your initial assessment and walk our panel through how you would approach it. No deck required.
• The panel will ask questions and probe your thinking.

How to Apply

Apply through the PayShepherd website https://www.payshepherd.com/careers#open-positions