Customer Success Manager I - Hospitality

Relay • Raleigh, NC

11h • Hybrid

About The Position

At Relay, our Customer Success Manager (Enterprise Multi-Site Hospitality) role involves serving as a customer strategist responsible for managing an expanding portfolio of Enterprise Multi-Site accounts that showcase the versatility of the Relay platform. It is a key revenue-generating and strategic partnership position within the Hospitality sector. The focus is on value realization, account-based expansion, and fostering site-level success to promote growth within broader Enterprise contexts.
This team goes beyond maintaining current states; they drive significant value from existing sites and develop multi-threaded relationships from frontline teams to corporate offices. Ensuring customers leverage Relay’s core value proposition and latest roadmap applications is essential for driving operational excellence.
Relay is at a transformative inflection point, and our Hospitality segment is the cornerstone of our enterprise growth strategy. As a CSM in this sector, you will manage a sophisticated book of business consisting of major hotel brands and management companies, requiring you to be an expert in hospitality operations and guest experience workflows. You will have the opportunity to define "what excellence looks like" at scale, ensuring these high-profile customers remain a vital part of our steep growth trajectory.

Requirements

• Experience: 3-5 years of experience in Customer Success, Account Management, or Sales. Proven track record of retention, expansion, and lead generation from your book of business.
• Proven Revenue Ownership: Strong commercial negotiator anchored in driving value and win-win outcomes. You are comfortable owning a revenue number, navigating complex contract negotiations, and connecting product metrics to a customer’s bottom line.
• Self-Starter & Constant Learner: You have an entrepreneurial spirit and aim to deeply understand the varied markets in your command, enabling effective account strategies that lead customers to achieve their goals with Relay.
• Data & Technical Curiosity: Technology is ever-changing; you can iterate and build from an informed perspective, drawing on a deep understanding of customer data and the role AI plays in enabling customer workstreams.
• Strategic Communication: Ability to frame complex risks and opportunities with customers and provide internal advocacy for cross-functional stakeholders. You can navigate disagreement with logic and empathy.
• Technical Aptitude: Curiosity and capability to master a sophisticated hardware+software platform. You must be able to articulate Relay’s technical advantages over legacy radio incumbents.

Responsibilities

• Account Based Selling & Multi-threading:
• Execute a "Bottoms-Up, Tops-Down" strategy in partnership with Sales, leveraging site-level wins to accelerate logo velocity and expansion across national hospitality brands and management companies.
• Perform deep organizational mapping to ensure total coverage, engaging both property-level General Managers and regional/corporate-level stakeholders.
• 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.
• 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. You embody the brand and build trust in Relay with every customer interaction.
• Cross-Functional Advocacy:
• Serve as the "Voice of the Customer" internally by relaying property-level feedback and operational friction points to internal teams to ensure a seamless customer experience.
• Partner with Support and Billing to ensure any escalations have timely resolution.

Benefits

• 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
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

What This Job Offers

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