Customer Success Manager I - Specialty

Relay • Raleigh, NC

6d • Hybrid

About The Position

Relay is seeking a Customer Success Manager I (Specialty Markets) to join their rapidly evolving Specialty sector. This role is a critical revenue-owner and strategic partner, serving as a customer strategist for a growing portfolio of Mid-Market and Multi-Site accounts across industrial verticals like Education, Golf, Facility Management, and Healthcare. The focus will be on value realization, account-based expansion, and driving site-level success to unlock growth within key customer accounts. The team aims to drive significant value from existing sites, map complex customer organizations, and develop multi-threaded relationships from frontline teams to corporate offices, identifying expansion opportunities. The CSM I will own the post-sale customer journey, ensuring specialty customers leverage Relay for operational leverage and are deeply embedded in their industrial operations. This role is at the forefront of Relay's transformation into a platform-centric AI leader for the specialty market, offering the opportunity to define best practices in various sectors and contribute to the company's 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.
• Ability to 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.
• 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.
• Must be currently legally authorized to work in the US and not require future sponsorship.

Nice To Haves

• Experience within Healthcare, Education, Golf, or similar deskless-workforce sectors is a strong plus.

Responsibilities

• Use data to interpret health trends across your book and design customer engagements accordingly.
• Ensure customers derive maximum value from Relay, ensuring site-level success, site expansion, and progressing corporate partnerships.
• Lead the full life cycle of the customer post-sale - from onboarding through adoption, expansion, and renewal.
• Own the net-revenue growth of your portfolio, including minimizing contraction, driving user expansion, and enabling feature upsells and hardware refreshes.
• Execute a 'Bottoms-Up, Tops-Down' strategy in partnership with Sales, leveraging site-level wins to accelerate logo velocity and expand corporate-level partnerships.
• Perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers.
• Serve as the 'Voice of the Specialty Customer' internally by relaying site-level feedback and operational friction points to Product, Marketing, and Sales.
• Partner with Support and Billing to ensure timely resolution of customer escalations.

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