Customer Success Manager I - Industrial

Relay • Raleigh, NC

4d • Hybrid

About The Position

At Relay, our Customer Success Manager I (Industrial) is a critical revenue-owner and strategic partner within our rapidly evolving Industrial sector. This role serves as a customer strategist tasked with managing a growing portfolio of Mid-Market and Multi-Site accounts across industrial verticals such as food manufacturing, steel recycling, and automotive manufacturing & tier 1 suppliers. You will focus on value realization, account-based expansion, and driving site-level success that unlocks growth within key customer accounts. This team goes beyond maintaining current states; they drive significant value from existing sites, map complex customer organizations, and develop multi-threaded relationships from frontline teams to corporate offices - identifying expansion opportunities that fuel our growth targets. You will own the post-sale customer journey, ensuring every industrial customer leverages Relay to drive operational leverage in their business. Relay is at a transformative inflection point, moving from a product-centric communications business to a platform-centric AI leader for the industrial frontline. As a CSM I in our Industrial sector, you are at the tip of the spear for this evolution. You will have the opportunity to define "what good looks like" in sectors like manufacturing, warehousing, and field operations - owning a meaningful piece of our steep growth trajectory.

Requirements

• 3+ years of experience in Customer Success, Account Management, or Sales, with a proven track record of managing B2B accounts with account-based motion growth.
• Strong commercial negotiator anchored in driving value and win-win outcomes.
• Comfortable owning a revenue number, navigating contract negotiations, and connecting product metrics to a customer's operational bottom line.
• Ability to frame complex risks and opportunities with customers and provide internal advocacy for cross-functional stakeholders.
• Ability to navigate disagreement with logic and empathy to keep stakeholders focused on outcomes.
• Curiosity and capability to master a sophisticated hardware+software platform.
• Ability to articulate Relay's technical advantages over legacy radio incumbents and modern competitors in industrial environments.
• Ability to thrive and react to changing business needs within a high-growth environment.
• You are a self-starter who contributes to writing the playbook rather than just following one.

Nice To Haves

• Experience within Industrial, Manufacturing, Logistics, or similar deskless-workforce sectors is a strong plus.
• You have an entrepreneurial spirit and aim to deeply understand the varied industrial markets in your command, enabling more effective account strategies that lead customers to achieve their goals with Relay.
• 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 industrial customer workstreams.

Responsibilities

• Use data to interpret health trends across your book and design customer engagements accordingly.
• Responsible for customers deriving maximum value from Relay, ensuring site-level success, site expansion, and, where applicable, progressing corporate partnerships.
• Leading the full life cycle of the customer post-sale - from onboarding through adoption, expansion, and renewal - ensuring Relay is deeply embedded in your customers' industrial operations.
• Embody the brand and build trust in Relay with every customer interaction.
• 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.
• Execute a "Bottoms-Up, Tops-Down" strategy in partnership with Sales, leveraging site-level wins to accelerate logo velocity and expand corporate-level partnerships across regional and national industrial footprints.
• Perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers across departments and facilities.
• Serve as the "Voice of the Industrial Customer" internally by relaying site-level feedback and operational friction points to Product, Marketing, and Sales as we refine our offerings for the industrial frontline - including implementation of new hardware, deployment of new features, and leading initial upsell motions within your book of business.
• Partner with Support and Billing to ensure any escalations have timely resolution for your customers.

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