Customer Success Manager I - Specialty

Relay • Raleigh, NC

5d • Hybrid

About The Position

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has historically left the deskless workforce behind, we are closing that gap by transforming analog frontline operations into a data-rich, AI-powered ecosystem. With a staggering 461% three-year revenue growth rate, Raleigh, NC-based Relay was recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000. We aren’t just selling radios; we are building the digital foundation for the 80% of the global workforce that doesn’t work at a desk.

This is a hybrid based in our Raleigh, NC headquarters, requiring 3 days per week in the company office (Monday/Wednesday/Friday). This role is anticipated to have travel requirements up to 20%.

Role Overview: At Relay, our Customer Success Manager I (Specialty Markets) is a critical revenue-owner and strategic partner within our rapidly evolving Specialty 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 Education, Golf, Facility Management, Healthcare, and others. 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 specialty 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 specialty market. As a CSM I in our Specialty 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 such as healthcare, education, golf, facilities management, and others - 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.
• 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.
• 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.
• Self-starter who contributes to writing the playbook rather than just following one.

Nice To Haves

• Experience within Healthcare, Education, Golf, or similar deskless-workforce sectors is a strong plus.
• 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 specialty 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 specialty 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 Specialty 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: Entry Level
• Education Level: No Education Listed