Account Manager

Relay Payments•Atlanta, GA

3d•Hybrid

About The Position

We are seeking an Account Manager to support and grow our mid-tier carriers. In this role, you’ll own customer relationships following onboarding and be accountable for driving long-term satisfaction, retention, product adoption, and revenue growth across your portfolio. You’ll develop a deep understanding of each customer’s business and execute strategies that increase revenue, improve account performance, uncover expansion opportunities, and increase customer satisfaction. You will be part of a high-performing, customer-centric team that partners closely with our customers to help them realize ongoing value from Relay Payments. You’ll oversee account health, manage customer escalations, monitor key metrics, and play a pivotal role in shaping and scaling the customer lifecycle beyond onboarding. This role requires someone who is passionate about delivering an exceptional customer experience through increased product adoption, account expansion, and the timely resolution of customer needs and escalations. You’re motivated by outcomes, driven by data, and energized by helping customers achieve great results with our products and services.

Requirements

3+ years of experience in sales, implementation, partner management, customer success, or account management roles
Proven success managing large customer portfolios, growing customer accounts, and reducing churn
Demonstrated ability to identify expansion opportunities and influence customers to adopt additional products or services
Confident handling escalations and navigating complex customer relationships
Highly organized, metrics-driven, and energized by solving problems
Strong collaborator with a customer-first mindset and a passion for relationship-building
Entrepreneurial spirit; you love building, iterating, and improving
Excellent written and verbal communication skills and executive presence, including the ability to present to customers’ senior leaders and run effective internal and external meetings
Comfortable using data to assess account performance, prioritize opportunities, and guide decisions

Nice To Haves

Trucking industry experience is a strong plus

Responsibilities

Own a portfolio of mid-tier carrier customers and build trusted relationships with key stakeholders.
Proactively engage customers to identify and drive expansion opportunities, increase satisfaction, and increase adoption across Relay’s products and services.
Meet or exceed defined goals related to revenue growth, sales quota, retention, product adoption, and customer satisfaction.
Deliver a consistent and scalable customer experience across the entire post-onboarding lifecycle.
Develop and execute account plans informed by customer goals, product usage, account health, and revenue potential.
Lead regular customer meetings and business reviews that demonstrate value, assess performance, and identify upsell opportunities.
Monitor customer health and performance metrics, translate insights into action, and maintain accurate account information and forecasts.
Own customer escalations from initial identification through resolution, ensuring clear communication, urgency, and effective cross-functional coordination.
Collaborate cross-functionally with Sales, Product, Customer Support, and Implementation teams to ensure a seamless customer journey and successful handoff.
Champion customer feedback and communicate with internal stakeholders to inform the product roadmap and process enhancements.
Leverage tools, AI, and automation to improve efficiency, strengthen customer insights, and scale account management practices.