Enterprise Customer Success Manager presso Relay

Relay is a cloud-based technology platform that helps frontline teams improve communications, increase employee safety, and improve their productivity. Relay helps frontline teams digitally transform their operations with the modern tools which supports actionable real-time data needed to track performance and improve their operations. Software has not yet transformed the frontline world, and we're on a mission to change that. We’ve experienced tremendous growth in our 5 years as a B2B company, and continue to expand our Raleigh, NC based team as a result! We're hiring for an Enterprise CSM to join our Customer Success team to support our tremendous growth as we acquire new customers and move up market. 

Why Join Relay?

• Make a Tangible Impact:  Our platform directly enhances the lives of frontline workers, improving their responsiveness to customers (72%) and overall efficiency (77%). We've already facilitated over 2.5 billion messages and supported countless deskless workers.
• Be Part of a Winning Team:  We're not just growing - we're recognized as a leader in our field. Relay has been honored by Inc. 5000, Deloitte 500, and NC Tech, and we've achieved over 40% YoY revenue growth for two consecutive years.
• Thrive in a World-Class Environment: Our Raleigh campus boasts a fitness center, outdoor sports courts, a cafeteria, and modern workspaces designed to inspire collaboration and innovation.
• Embrace a Vibrant Culture: With over 215 team members, we've cultivated a culture of empowerment and engagement, where every employee is encouraged to do their best work.
• Invest in Your Future: Our comprehensive benefits package prioritizes work/life integration and supports your personal and professional development.

If you're passionate about technology, driven to make a difference and align your work to a bigger mission, and excited to join a company that's shaping the future of frontline work, we encourage you to explore opportunities at Relay!

Please note this role will be based in our Raleigh, NC amenity rich headquarters and you should be interested in working in person 3+ days per week.

Primary Responsibilities

• Manage the entire customer life cycle for enterprise customer accounts (within North American and Latin America) both Fortune 500 customers and new verticals Relay pursues.  This includes onboarding (training, account configuration, & implementation), ongoing engagements to nurture the relationship and ensure continued strong delivery of our value proposition and revenue retention
• In partnership with Enterprise Sales, leverage key learnings, relationships and insights from your portfolio to identify targets for revenue growth
• Build valuable relationships across multiple levels in a customer’s organization by ensuring we’re thoroughly supporting & engaging with end users all the way through executive level leadership
• Communicate regularly with your customers to develop a deep understanding of their unique business needs, industry requirements, and Relay’s current and future applications within those.
• Serve as the voice of the customer, advocating for rapid iteration internally within operations, product development, engineering, and leadership, to ensure that the wide variety of needs are being met
• Lead the customer communication plan and internal coordination/resolution of highly complex and/or critical customer questions/issues include fiscal year budget plans, outages, etc.
• Serve as the subject matter expert on Relay product and merchandising including device hardware, accessories, Relay App, Dash, Connectivity and service plans
• Proactively monitor the performance and engagement of your account portfolio ensuring you’re driving needed actions to deliver Relay’s value proposition to our customers.
• Understand company's competition and effectively position solutions against them to achieve revenue retention and expansion.
• Create custom assets as needed to assist enterprise customer accounts’ unique Relay requirements

Required Qualifications

• Bachelor’s Degree (Business, Communications or a related field is preferred)
• 3+ years experience in Customer Success Management and/or Account Management, with at least 2 years focused on strategic or enterprise level customers
• Self driven work ethic and strong organizational skills
• Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
• Excellent analytical and communication skills - you're able to provide clear and concise guidance through emails, over the phone, online meetings, or in person
• Proven track record of successfully building and supporting relationships with all levels of seniority
• Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
• Ability to thrive and react to changing business needs within a startup environment
• Ability to travel up to 40% of the time

About us: Relay culture, benefits & perks:

Our culture hinges on Relayers getting LIT up in an environment that fosters learning, impact, and teamwork (LIT) where we can *CHASE* the best work in our lives. We call this BWIML (pronounced bee wimmel = Best Work In My Life)!

It's truly amazing what engaged team members can achieve together. 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 and learn 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

Hybrid work model:

At Relay, we're building something special, and we believe our relationships with each other and our customers are the foundation of our success. Our hybrid work model is designed to foster these connections, giving you the best of both worlds: the power of in-person collaboration and the flexibility you need.

We ask our teams to work from our amazing Raleigh headquarters on Mondays, Wednesdays, and Fridays. We've found that being together on these core days helps us build authentic, trusting relationships more quickly. This collaborative energy is essential for how we work—not just with each other, but also as long-term partners with our customers. New Relayers should plan to be in the office 5x week during their onboarding, and leaders are expected to be in the office to support their teams.

You'll be encouraged to get out of the office and connect directly with our customers, whether it's at their properties or at a trade show, no matter what your role is. And when you're in the office, you'll be able to enjoy our fantastic, amenity-rich space and the vibrant culture that makes Relay a great place to work.