Enterprise Customer Success Manager

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.

Why Join Relay?

• A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500, continuing to move upmarket with massive impact.
• 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.
• 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.
• World-Class Leadership: Our stellar leadership team is built to help us scale toward our next major milestones.
• 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.

Now, here’s what we’re building, and where you come in.

This role has the ability to be remote. This role is anticipated to have travel requirements up to 40%. 

Role Overview

As an Enterprise Customer Success Manager , you’ll help Relay break into new enterprise accounts by leading the pilots and deployments that demonstrate our value on the ground.

This is a 0-to-1 role . You’ll work inside target accounts that Relay has not yet won at the corporate level, partnering closely with a seller to turn success at one or a few sites into a broader enterprise opportunity. You’ll own the pilot and deployment work stream; your sales partner will own the corporate account plan, commercial terms and closing.

You’ll spend time where our customers work: on plant floors, in warehouses and distribution centers, and in other frontline environments. You’ll learn how their operations run, establish what success looks like, and work alongside operators and leaders to achieve it. Then you’ll translate what you learn into a compelling business case for plant, regional and corporate stakeholders.

This is not a traditional book-of-business role: you won’t carry a renewal number or a closing quota. You will help create the evidence, relationships and organizational insight that support enterprise growth.

Why this role?

Relay is at a transformative inflection point. As an Enterprise CSM (Hunter), you are the tip of the spear for our expansion into new segments like automotive manufacturing, steel recycling, and healthcare. You aren't just following a static script; you are responsible for customizing the playbook for each unique Enterprise target to achieve the strategic advances we need.

You will have the opportunity to define "what good looks like" in untapped markets, building momentum within target accounts with a deep understanding of site level success and broader Enterprise value and growth opportunity.  If you are a high-velocity "Hunter" who loves the thrill of the "break-in," the challenge of organizational mapping, and the chance to directly shape a high-growth GTM strategy, this role offers unparalleled impact and visibility.

What You'll Do

• Lead pilots and deployments end to end:   Shape and execute the approach for high-impact pilots and initial deployments. Establish success criteria and metrics, coordinate milestones, identify risks early, and work through technical, behavioral and change-management challenges.
• Get close to customer operations: Spend time on site with frontline teams to understand their workflows, where Relay can create value and what it takes to drive adoption in a live operating environment.
• Turn site-level success into enterprise opportunity: Capture evidence of customer outcomes and translate it into business cases and ROI narratives that resonate with plant and corporate leaders.
• Map complex organizations: Identify relevant stakeholders, sites and workflows; understand which locations share similar needs; and uncover the connections and leverage points that can move a conversation from a single site to corporate leadership.
• Partner with your seller: Bring ground truth from customer sites into the broader account strategy. Work together to build momentum toward corporate-backed buying decisions, rather than stopping at approved-vendor status.
• Orchestrate cross-functional execution: Partner with teams including Technical Support, Product and Solutions Engineering to resolve challenges and deliver successful customer outcomes. Share customer insights that inform product and go-to-market strategy.
• Build the playbook: Adapt your approach to new industries and account environments, and turn what works into repeatable practices the broader team can use.
• Set the next team up for success: Support the health and adoption of initial sites and lead a clear handoff to the teams that will scale the account.

Required Qualifications

• 5+ years of relevant experience in deployment, implementation, professional services, change management, value engineering, customer success, account management, sales or a related field.
• Experience owning a complex deployment, implementation or change initiative from planning through execution within a large or complex customer organization. You’ve shaped the approach—not simply executed a plan handed to you.
• Experience working directly on site with operators and other stakeholders to understand workflows, drive adoption and deliver measurable outcomes.
• Ability to navigate and build relationships across levels of an organization, from frontline employees and supervisors to plant, regional and corporate leaders.
• Strong discovery, stakeholder-mapping and communication skills, including the ability to translate operational insights into a business case for leadership.
• Comfort working through ambiguity, creating structure where no established playbook exists and sharing repeatable practices with others.
• Curiosity about a hardware-and-software platform and how technology fits into physical, frontline workflows.
• Willingness to work in industrial environments, including plants, production lines, warehouses and distribution centers.
• Ability and willingness to travel 40–50% , including short-notice trips.

Experience carrying a quota is not required . We welcome candidates from consulting, implementation and change-management backgrounds as well as customer-facing commercial roles. What matters most is the work you owned and the outcomes you helped create.

About Relay | Culture, Benefits & Perks

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).

At Relay, we offer:

• 100% Paid Insurance: Health, Dental, Vision, Long/Short Term Disability, and Life Insurance for you and your dependents
• Generous Paid Time Off
• 401(k) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• 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
• Team Events & Culture: From company celebrations to team outings, we work hard and have fun doing it.
• Latest tech, standing desks, and all the tools and software you need to thrive

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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