Customer Success Manager I - Industrial

Role Overview

This role serves as a customer strategist tasked with managing a growing portfolio of Mid-Market and Multi-Site accounts across industrial verticals such as food manufacturing, steel recycling, and automotive manufacturing & tier 1 suppliers. You will focus on value realization, account-based expansion, and driving site-level success that unlocks growth within key customer accounts.

What you will do

• 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, site expansion, and, where applicable, progressing corporate partnerships. This includes leading the full life cycle of the customer post-sale - from onboarding through adoption, expansion, and renewal - ensuring Relay is deeply embedded in your customers' industrial operations. You embody the brand and build trust in Relay with every customer interaction.
• Revenue Ownership (Retention & Expansion): Own the net-revenue growth of your portfolio, which includes minimizing contraction, driving user expansion, and enabling feature upsells and hardware refreshes across your existing sites
• Account-Based Motions & Multi-Threading: Execute a "Bottoms-Up, Tops-Down" strategy in partnership with Sales, leveraging site-level wins to accelerate logo velocity and expand corporate-level partnerships across regional and national industrial footprints. Perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers across departments and facilities.
• Cross-Functional Advocacy: Serve as the "Voice of the Industrial Customer" internally by relaying site-level feedback and operational friction points to Product, Marketing, and Sales as we refine our offerings for the industrial frontline - including implementation of new hardware, deployment of new features, and leading initial upsell motions within your book of business. Partner with Support and Billing to ensure any escalations have timely resolution for your customers.

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!)
• 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
• The 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.