Customer Success Manager

Relay, a high growth Raleigh, NC- 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 and we're disrupting the handheld radio industry.

What is Relay? A platform that includes 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've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities. We are expanding our Customer Success team to support this growth!

This is a hybrid role where you will be in the Relay HQ/office three days a week; Mondays, Wednesdays, and Fridays. These purposeful in-person days allow for maximum collaboration across our teams as we continue to rapidly grow!

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 your customers through their customer journey including their onboarding, proactive outreach including informal and structured business reviews, inbound customer needs, service renewals, and supporting the upgrade to new hardware.
• Communicate regularly with your customers to form strong relationships, develop a deep understanding of their needs, use cases, and pain points and implement plans to support
• 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 your 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 and performance analytics & lifecycle management, while identifying and executing on essential advances or account strategies to achieve 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.
• Proactively provide feedback on successes and challenges of your customers to internal product teams, enabling iteration on our product roadmap.
• Proactively 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 America

What you will bring to this role:

• Bachelor’s Degree or Equivalent Work Experience
• 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 - you're able to provide clear and concise guidance through emails, over the phone, online meetings, or in person
• Stellar detail orientation - you regularly capture valuable feedback, pertinent contact information and next steps within CRM or CS systems of record
• Data curious - you understand the importance of leveraging data to capture performance and customer engagement and and interpret and utilize in showcasing customer value
• 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 handle ambiguous or challenging situations and drive to mutually agreeable outcomes
• Ability to thrive and react to changing business needs within a startup environment

Desired knowledge, skills and/or attributes:

• Knowledge and experience using and supporting enterprise software
• Experience with CRM and ticketing tools

About us: Relay culture, benefits & perks:

First and foremost our culture hinges on you being LIT up in an environment that fosters learning, impact, and teamwork (LIT) where Relayers can do the best work in their lives. We call this BWIML (pronounced bee wimmel = Best Work In My Life)!

It's truly amazing what happy, engaged team members can achieve. 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 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

The Relay Hybrid Work Model

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.

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

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.

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

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.