Enterprise Customer Success Manager

Enterprise Customer Success ManagerRaleigh, NCRelay 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 is a hybrid role based in our Raleigh, NC headquarters, requiring 3 days per week in the company office (Monday - Friday). This role is anticipated to have travel requirements up to 40%.Role OverviewAs an Enterprise Customer Success Manager (Hunter), you are the strategic "break-in" specialist for Relay's most ambitious target accounts. You own the critical "0-to-1" stage of our Enterprise Multi-Site revenue motion. Your mission is to navigate the disconnect in frontline technology, proving that Relay is not just a radio replacement, but a vital technology solution that unlocks expanded value, from real-time translation and smart communication applications to critical safety features.This role requires a true chameleon. One day, you are deep in the trenches on a loud production line or a bustling hospital floor, earning the trust of frontline operators through deep workflow empathy. The next day, you are in a corporate boardroom, translating that "boots on the ground" reality into a sophisticated ROI narrative for senior leadership. You own the narrative control of performance, navigating technical hurdles and manufacturing the site-level success required to unlock six figure+ corporate decisions.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.Primary ResponsibilitiesEnterprise "Headpin" Mastery: Lead the end-to-end execution of high-impact site deployments within target named accounts. You own the site-level experience, ensuring "Time-to-Value" is immediate and that every hurdle, technical, behavioral, or change management related, is cleared to manufacture a successful outcome. Establish the success criteria per proof of concept/pilot based on the Enterprise strategy and target value proposition. Orchestrate and progress all key milestones, ensuring highly proactive awareness of all performance indicators (positive or negative), leading internal escalation through to resolution, to successfully manufacture positive success stories at the site-level.Organizational Mapping & Strategic Discovery: Expertly map the broad stakeholder landscape of an enterprise, from the line supervisor to regional leadership. You gather the market intelligence and "corporate leverage points" required to set the strategy for long-term account scaling.Manufacturing Revenue Momentum: Use early success in 1-2 locations to "work the org map." You forge the credibility and trust needed to demonstrate Relay's value, and earn initial introductions and access to the broader organization progressing "bottoms-up" growth.Cross-Functional Advocacy: Your command over the experiences of headpin sites, is essential in conveying your ground-level learnings that directly shape our product roadmap and broader Go-To-Market strategy, ensuring we balance revenue growth with product readiness. You lead the site level success, overcoming hurdles in your way, through partnership & collaboration with cross-functional counterparts in Tech Support, Product & Solutions Engineering. You collaborate with Sales & Marketing on account strategy and case study development to position site-level success within the broader enterprise organization.Proactive Field Presence: You define "proactive." When opportunity strikes, you are there. Whether it's a meeting at a local facility with 3 days notice or a week-long immersion in a new plant, you are willing to jump on a flight to hover over pilots and lead successful outcomes.Matrix Org Enablement: You are responsible for leading continued site success post initial site(s) conversion, particularly during the critical early stages of an Enterprise Multi-Site account strategy. This entails full life-cycle management of "headpin" sites, ensuring they remain healthy, high-utilization reference points that serve as the catalyst for broader expansion. You own the seamless "overlap-to-handoff" to Sales and CS reps, ensuring no detail is missed for the team that will scale & farm the logo once Enterprise leverage has been established.Required QualificationsExperience: 5+ years of experience in Customer Success, Account Management, or Sales, with a proven track record of managing complex, multi-site B2B accounts through a "Bottoms-Up, Tops-Down" motion.Intellectual Curiosity & Self-Starter Mentality: You are a natural-born leader & learner who leverages AI to teach yourself the nuances of new industry segments quickly. You thrive in ambiguity and create success where a playbook might not yet exist.The "Chameleon" Skillset: Ability to adapt your tactics and communication style to achieve desired advances across a multitude of stakeholders, from production line workers to C-suite executives.Technical & Workflow Acumen: Curiosity and capability to master a sophisticated hardware+software platform. You must be able to articulate Relay's advantages over legacy incumbents in terms of safety, connectivity, and various use case enablement.Strategic Communication: Ability to frame complex risks and opportunities with logic and empathy. You are a master of discovery, gathering the intel that sets up the entire organization for future success.Builder Mentality: You are someone who contributes to writing the playbook rather than just following one. You are motivated by "winning" through achieving big goals and seeing your cross-functional team succeed.Travel Readiness: Ability and willingness to travel up to 40%. You are on it and present where the work happens.About Relay | Culture, Benefits & PerksOur 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 dependentsGenerous Paid Time Off401(k) Savings Plan + Company MatchBaby Cash Reward + Paid Parental LeaveWellness Perks: If you