Customer Success Manager

Relay, a Raleigh-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, disrupting the handheld radio industry.

What is it? 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 have achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities. We are expanding our Operations team to support this growth!

This role will be based in our North Hills, Raleigh, North Carolina HQ. We work in a hybrid model with 3 days (M,W,F) in the office, 2 days remote, and will involve approximately 30% travel.

Job Overview:

Relay is quickly growing as a product solution for enterprise customers. We have ambitious goals to rapidly develop our product, expand our customer base, and be a market leader as a software-based communication solution for the active workforce. We are currently seeking a Customer Success Manager that will thrive in a scrappy start-up environment where new standards are still being set.

Do you want to help mold and improve the customer experience from trial to ongoing support? Join us and you can help create the playbook while delivering results directly with customers.

What you will do:

• Manage a portfolio of B2B customers, primarily front line workers (Hospitality, Manufacturing, Education, etc.), primarily Mid-Market accounts.
• Lead customers through their customer journey including onboarding, proactive outreach, informal and structured business reviews, inbound customer needs, service renewals, and support for upgrades to new hardware.
• Communicate regularly with customers to form strong relationships, develop a deep understanding of their needs, use cases, and pain points, and implement plans to support them.
• Serve as the subject matter expert on Relay product line including device hardware, accessories, Relay App, Dash, and service/connectivity options, ensuring you’re able to serve as a consultant to the customer in how they’re leveraging Relay in their day-to-day operations.
• Identify and drive opportunities for upsell of additional Relay products within existing customer accounts/locations.
• Proactively support the needs of customers within your designated portfolio, ensuring deep understanding and actionability against customer health, key customer engagement, performance analytics, and lifecycle management, while identifying and executing on essential advances or account strategies within your accounts.
• Partner with Sales counterparts on new location revenue opportunities, leveraging the successes of existing customers to help build momentum in new locations/accounts.
• Partner with Support and Billing teams on escalated customer issues ensuring productive outcomes for your customers.
• Provide feedback on successes and challenges of your customers to internal product teams, enabling iteration on our product roadmap.
• Provide feedback regarding internal workflows, systems, or enablement assets supporting the customer journey and regular business processes, enabling iteration for improved usability and scale within the CS org.
• Achieve individual OKRs and contribute towards team goals established to achieve target customer outcomes.
• Ability to travel 20%-30% of the time within North and Latin America.

What you will bring to this role:

• Bachelor’s Degree.
• 5+ years experience in Customer Success Management and/or Account Management.
• Self-driven work ethic and passion for the Relay mission.
• Excellent organizational and communication skills - able to provide clear and concise…