Customer Success Coordinator

Relay • Raleigh, NC

2d • Hybrid

About The Position

The Customer Success Coordinator is a key driver of account health and value realization across our SMB accounts. In this role, you will manage accounts through a defined stage of the customer journey, focusing on site-level adoption, customer engagement, and retention support. Our CSC’s ensures that our customers are consistently leveraging Relay’s core platform features to drive daily operational excellence. In this position, you will execute across a defined lifecycle stage for a wide array of use cases across various industries. You will learn to interpret health metrics, conduct structured discovery to uncover operational challenges Relay can solve, and build reliable relationships across customer sites. The focus is on maintaining strong account stability, identifying early expansion signals, and helping safeguard our retention targets. Relay is at a transformative inflection point, moving from a product-centric communications business to a platform-centric AI leader for the frontline. As a CSC I for our SMB accounts, you are the frontline practitioner ensuring this vision translates into real-world value for our clients. You will work within a defined customer journey, blending automation and human involvement, and leverage pattern recognition to suggest process improvements, making you an important contributor to our team's success and the customer experience.

Requirements

• At least 1 year of experience in a customer-facing or relationship-driven role such as Sales, Account Management, Customer Success, Teaching, or Sales Development.
• Effective Time Management & Prioritization: You can manage a high volume of accounts in motion without losing track of what needs attention. You triage well and follow through.
• Commercial Awareness: You are comfortable discussing contract renewals, identifying expansion signals, and highlighting product value.
• Clear Communication: Strong verbal and written communication skills. You can organize complex details into easy-to-understand updates and approach challenging conversations with empathy and professionalism.
• Genuine Curiosity: Eagerness to learn industry trends and understand the unique needs of your assigned market segments to build trust with customer contacts. Seek to understand the "why" behind the work and actively build on your own expertise.
• Technical Aptitude: Ability to quickly learn and navigate an integrated hardware + software platform. You can comfortably explain Relay’s core functional advantages and help users transition from legacy tools.
• Comfort with Evolving Tools: Open to and curious about AI-powered tools that support your work. You don't need to be an expert, but you're not resistant to learning new ways of working as the landscape changes.
• The "CSC" Mentality: Accountability and adaptability in a high-volume environment. You take feedback well, adjust quickly, and stay focused on the customer even when things are moving fast.

Nice To Haves

• Experience navigating customer conversations involving renewals, expansion opportunities, pricing, and product value.
• Experience owning a book of business and a revenue target
• Experience with Hubspot, Attention, Claude, Notion, or other tech foward AI tools

Responsibilities

• Support net-revenue goals for SMB accounts by driving consistent adoption, safeguarding retention, and flagging site-level expansion opportunities (e.g., user growth, standard feature upsells, and scheduled hardware refreshes).
• Actively monitor account health across the defined customer lifecycle using standard metrics and usage data. Leveraging status reporting to identify adoption trends, helping customers understand their usage and maximize ROI.
• Establish and maintain reliable, cross-departmental relationships with key operational stakeholders. You will track account updates and organizational changes to maintain a strong rapport and ensure Relay remains embedded in daily operations.
• Conduct discovery to identify common site-level operational challenges. Applying a strong foundational knowledge of Relay, you will recommend practical solutions and frame opportunities around clear customer outcomes.
• Serve as a trusted internal voice for the customer. Partner with Product, Marketing, and Sales to share common customer feedback, and collaborate with Support and Billing to ensure customer escalations are resolved promptly.
• Effectively utilize internal tools and systems to manage day-to-day account activities efficiently. You will flag process or technical friction points and follow established playbooks to ensure a smooth customer experience.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed