Customer Success Specialist II- Hospitality
Role Overview
The Customer Success Specialist II (Hospitality) is a vital revenue-owner and value-driver within our hospitality sector. The role is a tactical strategist responsible for managing a dedicated Mid-Market book of business, focusing on site-level health, value realization, and retention. Our CSS’s ensure that our customers are leveraging Relay’s core value proposition and latest roadmap applications to drive operational excellence.
What You'll Do
Revenue Ownership (Retention & Site Expansion): Own the net-revenue growth for your mid-market portfolio. You are responsible for safeguarding retention and identifying site-level expansion opportunities, such as user growth, feature upsells, and proactive hardware refreshes.
Value Realization & Book Management: Proactively manage accounts across the lifecycle, using data to assess performance and prioritize efforts. You will move beyond status reporting to explain why metrics change, connecting trends to customer behavior and specific industry context to ensure maximum ROI.
Multi-Threaded Relationship Building: Cultivate intentional stakeholder relationships across departments and functions. You will track professional milestones and organizational news to strengthen rapport and ensure Relay is woven into the customer’s daily operations.
Outcome-Driven Discovery & Product Credibility: Independently conduct discovery to uncover business problems Relay can solve beyond current usage. Apply in-depth product knowledge to solve site-level challenges. You will frame opportunities in terms of customer outcomes and operational impact, qualifying value with clear context and rationale.
Cross-Functional Advocacy: Serve as the "Voice of the Customer" internally. Partner with Product, Marketing, and Sales to ensure that general roadmap applications are effectively positioned for our largest industry sector. Partner with Support and Billing to ensure any escalations have timely resolution.
Operational Excellence: Optimize the use of internal tools and systems to improve account management efficiency. You will identify and resolve process or technical breakdowns that affect customer outcomes, ensuring a seamless journey from initial launch through long-term partnership.
What You'll Have
Experience: 3+ years in Customer Success or Account Management, specifically managing a high-volume book of mid-market accounts. A proven track record of retention, expansion, and lead generation is essential.
Analytical Mindset: Ability to independently interpret health and usage metrics to assess account performance. You don't just see data; you see the story behind it and can recommend the next best action to drive adoption.
Commercial Acumen: Proven experience owning a revenue expansion and retention number. You are comfortable navigating contract renewals and connecting product features to a customer’s bottom line.
Strategic Communication: Ability to communicate with structure and intent. You can synthesize complex customer data into clear narratives and navigate difficult conversations with composure and empathy.
Sector Curiosity: A self-starter who stays engaged with industry trends. You apply self-taught knowledge of the segments you manage to strengthen your account strategies and build credibility in customer partnerships.
Technical Aptitude: Capability to master a sophisticated hardware + software platform. You can articulate Relay’s technical advantages and help customers navigate the transition from legacy tools to modern AI-enabled technology.
The "CSS" Mentality: You model strong ownership and adaptability. You are a problem-solver who can restructure your execution strategy based on feedback and pattern recognition to improve site-level outcomes.
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.
The 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.