Customer Success Manager II - Industrial Markets

Role Overview

This is a hybrid 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%.

What you will do

• 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.
• Strategic Account Mapping & Multi-threading: Identify 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.
• 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.
• 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.
• 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.

About Relay | Culture, Benefits & Perks

• 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 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.