Senior Manager - Relationship Management

Every great company eventually faces the same question: how do you turn your best customers into the engine that fuels growth? The companies that get this right know that the best way to grow is to help your top customers scale. Their success becomes the blueprint the next wave wants to follow. Mercury is building a complete financial stack for ambitious businesses. Our Relationship Management team owns our highest-value customers. When this group thrives, Mercury thrives. We exist to make sure these customers don't just use Mercury, but see us as a strategic partner in their growth. We're looking for a Senior Manager to lead a team of Relationship Managers, coach them, and drive commercial results across a growing book of accounts. You'll start with 4 to 5 direct reports, intentionally small so you have space to build the right systems, coaching rhythms, and workflows before scaling up. You'll also help us figure out what great RM management looks like at scale, leveraging AI to free your team up for the work that actually matters: building real relationships with customers. What you’ll do: Put customers first: Make sure your team's work starts and ends with the customer. Growth that erodes trust isn't growth. You're building a team that earns the right to expand relationships, not one that just chases numbers. Lead and coach your team: Run regular 1:1s, business reviews and deal reviews. Give direct, honest feedback. Help each person on your team get meaningfully better at their job. Drive expansion revenue: Own your team's commercial targets across product attach, upsell, and wallet share growth. Know which accounts to push and when. Use technology to scale: Identify where AI and automation can take operational work off your team's plate so they spend more time talking to customers. Build native automations, design AI-forward workflows, and partner with RevOps and Engineering to push the limits of what your team can do with fewer manual processes. Stay nimble and test constantly: Run small experiments to find signal. Test messaging, segmentation, cadence, and channels. Look at the data, learn fast, and adjust. The competitive landscape shifts regularly, and your team's approach needs to shift with it. Work cross-functionally: Translate what you're hearing from customers into something Product, Operations, Marketing, and Compliance can act on. We think the strongest candidates will have some of this experience: 8+ years in account management, customer success or expansion sales with commercial ownership, with at least 3 years managing a revenue-owning team. A track record of running experiments and iterating quickly in a fast-moving, competitive environment. Strong coaching instincts. You've hired and developed reps, and you can point to people whose careers you've shaped. AI fluency is a must. You should have real experience automating processes and leveraging data to make your team more effective. We're not looking for someone who configures off-the-shelf tools. We want someone scrappy who builds native automations and is always looking for ways to do more with less. Demonstrated ability to gain trust and buy-in from a team, especially in a fast-paced environment where things are still being figured out. Experience building relationships with key stakeholders and customers. You're comfortable networking, representing the team at events, and developing the kind of rapport that turns customers into advocates. Nice to have: Experience managing people in different functional sub-roles (vertical specialists, scaled account managers, strategic RMs) with related but distinct goals. Pre-sales or net-new sales experience in addition to post-sale expansion. Background in fintech, banking,* or SaaS serving startups and growth-stage companies. The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers. Our target new hire base salary ranges for this role are the following: US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $220,800-$276,000 US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $198,700-$248,400 Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. [Please see the independent bias audit report covering our use of Covey for more information.] *Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC #LI-AR2