Customer Success Manager II - Specialty Markets

Relay, a high growth Raleigh, NC- based tech startup, is looking to change the way we communicate. We’re on a mission that matters, and we're hiring for a Customer Success Manager who will thrive in a dynamic, high-growth start-up environment. Frontline workers are the lifeblood of our economy, and we're building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights. Here at Relay, we've designed, built and launched an entirely new product category and we're disrupting the handheld radio industry.

What is Relay? A platform that includes a simple, rugged, internet-enabled smart-device, and all the software that runs with it, for B2B clients and frontline workers across multiple industries and verticals. We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities. We are expanding our Customer Success team to support this growth!

This is a hybrid role where you will be in the Relay HQ/office three days a week; Mondays, Wednesdays, and Fridays. These purposeful in-person days allow for maximum collaboration across our teams as we continue to rapidly grow!

Role Overview:

At Relay, our Customer Success Manager (Specialty Markets) role involves serving as a customer strategist responsible for managing an expanding portfolio of Mid-Market and Enterprise Multi-Site accounts that showcase the versatility of the Relay platform. It is a key revenue-generating and strategic partnership position within the diverse Specialty Markets sector, which includes segments such as Education, Golf, Facility Management, Healthcare, and others. The focus is on value realization, account-based expansion, and fostering site-level success to promote growth within broader Enterprise contexts.

This team goes beyond maintaining current states; they drive significant value from existing sites, map complex customer organizations to 'farm' accounts, and develop multi-threaded relationships from frontline teams to corporate offices. Ensuring customers, even in markets with varying scales, leverage Relay’s core value proposition and latest roadmap applications is essential for driving operational excellence.

Relay is at a transformative inflection point, and our Specialty Markets are the proving ground for the platform’s universal applicability. As a CSM in this sector, you will manage a highly varied book of business, requiring you to be a "flex-athlete" of various industries you support. You will have the opportunity to define "what good looks like" across diverse segments, ensuring these customers remain a vital part of our steep growth trajectory. This role offers a direct path to influencing our GTM strategy, and the challenge of driving expansion in markets with a wide array of applications and use cases.

What you will do:

• Revenue Ownership (Retention & Expansion):
  • Own the net-revenue growth of your portfolio, which includes minimizing contraction, driving user expansion, and enabling feature upsells and hardware refreshes across your existing sites.
• Strategic Account Mapping & Multi-threading:
  • Identify and build champions across departments, sites, and corporate functions.
  • Perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers in segments ranging from Education to Healthcare.
• Sales & Segment Partnership:
  • Partner closely with Sales counterparts to ensure knowledge transfer and value realization can be derived across use cases in varying industry segments.
  • Execute a "Bottoms-Up, Tops-Down" strategy in partnership with sales on named accounts, using your site-level successes to expand corporate-level partnerships that accelerate logo velocity across regional and national footprints.
• Strategic Value Realization & Book Management:
  • Use data to interpret health trends across your book and design customer engagements accordingly.
  • You are responsible for customers deriving maximum value from Relay, ensuring site-level success, site expansion, and, where applicable, progressing corporate partnerships. You embody the brand and build trust in Relay with every customer interaction.
• Cross-Functional Advocacy:
  • Serve as the "Voice of the Specialty Market Customer" internally. Partner with Product, Marketing, and Sales as we refine our offerings, ensuring that general roadmap applications are effectively positioned for these unique segments.
  • Partner with Support and Billing to ensure any escalations have timely resolution.

What You'll Have

• Experience: 5+ years of experience in Customer Success, Account Management, or Sales. Proven track record of retention, expansion, and lead generations from your book of business.  
• Proven Revenue Ownership: Strong commercial negotiator anchored in driving value and win-win outcomes. You are comfortable owning a revenue number, navigating complex contract negotiations, and connecting product metrics to a customer’s bottom line.
• Self-Starter & Constant Learner: You have an entrepreneurial spirit and aim to deeply understand the varied markets in your command, enabling effective account strategies that lead customers to achieve their goals with Relay.
• Data & Technical Curiosity: Technology is ever-changing; you can iterate and build from an informed point of view, using a deep understanding of customer data and the role AI plays in enabling customer workstreams.
• Strategic Communication: Ability to frame complex risks and opportunities with customers and provide internal advocacy for cross-functional stakeholders. You can navigate disagreement with logic and empathy.
• Technical Aptitude: Curiosity and capability to master a sophisticated hardware+software platform. You must be able to articulate Relay’s technical advantages over legacy radio incumbents.
• Builder Mentality: Ability to thrive and react to changing business needs within a high-growth environment. You are a self-starter who contributes to writing the playbook rather than just following one.

About us: Relay culture, benefits & perks:

First and foremost our culture hinges on you being LIT up in an environment that fosters learning, impact, and teamwork (LIT) where Relayers can do the best work in their lives. We call this BWIML (pronounced bee wimmel = Best Work In My Life)!

It's truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits and perks mean you'll be able to integrate work into your whole life, focus on health, perform impactful work, grow in your role, look after yourself/your family, and invest in your future. 

At Relay, we offer...

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Wellness Perks, including a world-class onsite fitness center with instructor led classes + locker room as well as endless outdoor amenities whether tennis, basketball, cycling, or pickleball is your jam
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

The Relay Hybrid Work Model

At Relay, relationships are at the core of everything we do - and this translates to how we approach our customers and our work internally. Relay strives to be long-term relational partners versus transactional vendors to our customers. You will be encouraged to get in front of our customers and/or attend a trade show as a Relayer, regardless of your role. 

Internally, Relayers endeavor to build authentic, caring, and trusted relationships with each other.

With these principles in mind, and because we believe relationships are formed more quickly and deeply in-person, we greatly value the power of collaborating together with our customers on-site at their properties, and with each other in our spectacular and amenity-rich office.

Our relational approach is also at the heart of why we ask all Relayers in our hybrid model to work from the office a minimum of 3 days per week. 

At this time Relay is unable to provide sponsorship for employment. In order to be considered for employment, applicants must be currently legally authorized to work in the US and not require future sponsorship in order to continue working for Relay.