Customer Success Manager II

Job Description

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has often left the deskless workforce behind, we are closing that gap by transforming analog frontline operations into a data-rich, AI-powered ecosystem. We aren't just selling radios, we’re building the digital foundation for the 80% of the global workforce that doesn't work at a desk.

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Why Join Relay?

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• A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500, continuing to move upmarket with massive impact.
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• High Value, High Impact: With 47% of our revenue from $100K+ ARR customers and 135% Net Revenue Retention (NRR), you'll be joining a company rooted in value creation.
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• Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, with 500% YoY growth.
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• World-Class Leadership: Our stellar leadership team is built to help us scale toward our next major milestones.
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• The Relay Culture: We’re dedicated to helping you do the best work of your life (BWIML), investing in your growth through L.I.T., living our CHASE values, and learning from incredibly talented, supportive teammates who make the work (and the wins) better every day.
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Now, here’s what we’re building, and where you come in.

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This is a office-centric role based in our Raleigh, NC headquarters, requiring 3 days per week in the company office (Monday/Wednesday/Friday). This role is anticipated to have travel requirements up to 20%.

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Role Overview:

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At Relay, our Customer Success Managers (Industrial) are a critical revenue-owner and strategic partner within our rapidly evolving Industrial sector. This role serves as a customer strategist tasked with managing a growing portfolio of Mid-Market and Enterprise Multi-Site accounts. Reporting directly to the Director of Industrial Customer Success, you will focus on value realization, account-based expansion, driving site level success that unlocks growth within an Enterprise.

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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, and identify expansion opportunities that fuel our growth targets. You will own the post-onboarding journey, ensuring every industrial customer utilizes Relay in driving operational leverage in their businesses.

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Relay is at a transformative inflection point, moving from a product-centric communications business to a platform-centric AI leader for the industrial frontline. As a CSM in our Industrial sector, you are at the tip of the spear for this evolution. You will have the opportunity to define "what good looks like" in sectors like steel recycling, automotive manufacturing, and logistics. This role offers high visibility, a direct path to influencing our GTM strategy, and the chance to own a significant piece of our steep growth trajectory.

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What you will do:

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• Revenue Ownership (Retention & Expansion): Own the net-revenue growth of your portfolio. You are responsible for minimizing contraction, driving user expansion, feature upsells, and hardware refreshes within your existing sites.
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• Strategic Account Mapping & Multi-threading: I dentify and build champions across departments, sites, and corporate functions. You will perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers.
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• Account-Based Motion Partnership: Partner closely with Sales counterparts to execute a "Bottoms-Up, Tops-Down" strategy. Use your site-level successes to expand corporate-level partnerships that accelerate logo velocity across regional and national footprints.
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• 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 while progressing corporate partnerships. You embody the brand and build trust in Relay with every customer interaction you lead.
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• Cross-Functional Advocacy : Serve as the "Voice of the Industrial Customer" internally. Partner with Product, Marketing and Sales as we refine our product offerings for the industrial frontline, including implementation of new hardware, deploying new features, and leading initial upsell motions within your book of business. Partner with Support and Billing, ensuring any escalations have timely resolution for your customers.
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What You'll Have

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• Experience: 5+ years of experience in Customer Success, Account Management, or Sales. Proven track record of managing complex, multi-site B2B accounts with account-based motion growth, preferably within the Industrial, Manufacturing, or Logistics sectors.
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• Proven Revenue Ownership: Strong commercial negotiator anchored in driving value and win:win outcomes with customers. You are comfortable owning a revenue number, navigating complex contract negotiations, and connecting product metrics to a customer’s bottom line.
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• Self-Starter & Constant Learner: You have an entrepreneurial spirit, and aim to deeply understand the market and customers in your command enabling more effective account strategies and leading customers to achieve their goals with Relay.
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• Data & Technical Curiosity: Technology is ever changing and this leader can iterate and build from an informed point of view both in deep understanding of customer data as well as the role AI and technology continue to play in enabling your customers and your own workstreams.
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• Strategic Communication: Ability to frame complex risks and opportunities with customers and internal advocacy for cross-functional stakeholders. You can navigate disagreement with logic and empathy to keep stakeholders focused on outcomes.
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• 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 and modern competitors.
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• 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.
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About Relay | Culture, Benefits & Perks

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Our culture hinges on Relayers getting LIT up in an environment that fosters Learning, Impact, and Teamwork, where we CHASE the best work of our lives. We call this BWIML (Best Work In My Life).

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At Relay, we offer:

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• 100% Paid Insurance: Health, Dental, Vision, Long/Short Term Disability, and Life Insurance for you and your dependents
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• Generous Paid Time Off
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• 401(k) Savings Plan + Company Match
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• Baby Cash Reward + Paid Parental Leave
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• Wellness Perks: If you’re joining our Raleigh-based HQ, you’ll have access to a world-class onsite fitness center with instructor-led classes, plus tennis, basketball, pickleball, and cycling
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• Team Events & Culture: From company celebrations to team outings, we work hard and have fun doing it.
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• Latest tech, standing desks, and all the tools and software you need to thrive
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The future of frontline work is being built here. Come build it with us. We can’t wait to hear from you.

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The Relay Work Model

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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.

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

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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.

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

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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.

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