What are the responsibilities and job description for the Relationship Manager position at CoAd?
The Relationship Manager owns CoAd’s highest-value client relationships directly — named-account retention and executive-level engagement for clients at or above the enterprise threshold ($100K revenue and 150 WSE). This is an individual-contributor role built for depth, not breadth: a smaller number of large, complex accounts, each requiring the kind of executive relationship and strategic account planning that separates premium clients.
The Relationship Manager reports to the Senior Director, Enterprise Relationship Management & Revenue Expansion.
Key Responsibilities
Named-Account Ownership
- Own retention for an assigned portfolio of enterprise-tier client relationships, with primary accountability for named-account retention and executive relationship health score.
- Build and maintain executive-level relationships within each named account — CoAd needs a credible senior counterpart to the client’s own decision-makers.
- Personally engage on any account showing risk signals well ahead of renewal.
- Develop proactive cadence of communication and is primary first contact for assigned clients
Retention & Renewal
- Own the renewal strategy and forecast for the named-account portfolio.
- Monitor account health signals specific to the enterprise segment and escalate proactively, before renewal risk becomes irreversible.
- Partner with Reporting & Customer Insights on account health data and early-warning indicators for named accounts. Analyzes client trends to identify opportunities where CoAd solutions would benefit client success.
- Tracks progress of internal work being completed on behalf of the client and ensures progress reporting out to clients.
- Coordinates client training, solutions demonstration opportunities.
Expansion & Referral
- Identify and shepherd expansion opportunities within named accounts, referring qualified opportunities to Revenue Expansion cleanly and without diluting the retention relationship.
- Balance expansion motion against the trust that retains the account — growth conversations should never come at the cost of the relationship.
- Conduct client visits as necessary to ensure client stability or remedy health risks.
Required Skills & Experience
- 5 years managing large, complex B2B client relationships, ideally in PEO, HR services, benefits, payroll, or adjacent professional services.
- Demonstrated track record retaining and growing named accounts at the executive level.
- Comfort leading renewal negotiations and difficult escalation conversations directly with client decision-makers.
- Strong account planning discipline — able to build and execute a strategic plan for a named account, not just respond to inbound requests.
- Ability to identify expansion signals and hand them to Revenue Expansion without compromising the retention relationship.
- Proven experience presenting to and engaging with executive-level stakeholders.
- Demonstrated ability to develop and execute customer success strategies that drive retention and expansion.
Preferred Experience
- Experience specifically in a PEO or co-employment model.
- Experience transitioning from a pooled or generalist account management model into a named-account coverage model.
- Sales experience, and familiarity with client segmentation frameworks and tiered service models.
About CoAd
CoAd helps businesses navigate the complexities of workforce management through a combination of technology, expertise, and human support. Serving more than 17,000 clients nationwide, CoAd delivers payroll, HR, benefits administration, compliance support, workforce technology, and PEO services that help organizations simplify operations, support their employees, and drive growth.
Built on the belief that workforce solutions should be integrated, intuitive, and people-centered, CoAd empowers employers to manage their workforce with greater confidence while adapting to the evolving needs of today’s workplace.
EEO
CoAd is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, ancestry, citizenship status, age, sex (including pregnancy, childbirth, breast feeding and pregnancy-related medical conditions), gender, gender identity or expression, sexual orientation, marital status, uniform service member and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.