Customer Success Manager II - Industrial Markets

Relay•Raleigh, NC

16d•Onsite

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. 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. 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. Why Join Relay? A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500 and a dozen of the Fortune 100. High Value, High Impact: With 47% of our revenue coming from $100K+ ARR customers and a 135% Net Revenue Retention (NRR), you will be joining a company rooted in value creation. Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, which has seen 500% YoY growth. World-Class Leadership: Our already stellar C-suite has been bolstered by leaders to help us scale toward our next major milestones. The Relay Culture: Work from our amenity-rich Raleigh campus (fitness center, sports courts) with 100% paid health insurance and a team dedicated to "Best Work In My Life" (BWIML). If you're passionate about technology, driven to make a difference and align your work to a bigger mission, and excited to join a company that's shaping the future of frontline work, we encourage you to explore opportunities at Relay! This is a full-time, in-office role based in our Raleigh, NC headquarters, requiring 4 days per week in the company office (Monday - Friday). This role is anticipated to have travel requirements up to 20%. Role Overview: At Relay, our Customer Success Managers (Industrial) are 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 Enterprise Multi-Site accounts. Reporting directly to the Director of Industrial Customer Success, you will focus on value realization, account-based expansion, driving site level success that unlocks growth within an Enterprise. This team goes beyond maintaining current states; they drive significant value from existing sites, map complex customer organizations to 'farm' accounts, and develop multi-threaded relationships from frontline teams to corporate offices, and identify expansion opportunities that fuel our growth targets. You will own the post-onboarding journey, ensuring every industrial customer utilizes Relay in driving operational leverage in their businesses. 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 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 steel recycling, automotive manufacturing, and logistics. This role offers high visibility, a direct path to influencing our GTM strategy, and the chance to own a significant piece of our steep growth trajectory.

Requirements

Experience: 5+ years of experience in Customer Success, Account Management, or Sales. Proven track record of managing complex, multi-site B2B accounts with account-based motion growth, preferably within the Industrial, Manufacturing, or Logistics sectors.
Proven Revenue Ownership: Strong commercial negotiator anchored in driving value and win:win outcomes with customers. 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 market and customers in your command enabling more effective account strategies and leading customers to achieve their goals with Relay.
Data & Technical Curiosity: Technology is ever changing and this leader can iterate and build from an informed point of view both in deep understanding of customer data as well as the role AI and technology continue to play in enabling your customers and your own workstreams.
Strategic Communication: Ability to frame complex risks and opportunities with customers and internal advocacy for cross-functional stakeholders. You can navigate disagreement with logic and empathy to keep stakeholders focused on outcomes.
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 and modern competitors.
Builder Mentality: 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.

Responsibilities

Revenue Ownership (Retention & Expansion): Own the net-revenue growth of your portfolio. You are responsible for minimizing contraction, driving user expansion, feature upsells, and hardware refreshes within your existing sites.
Strategic Account Mapping & Multi-threading: Identify and build champions across departments, sites, and corporate functions. You will perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers.
Account-Based Motion Partnership: Partner closely with Sales counterparts to execute a "Bottoms-Up, Tops-Down" strategy. Use your site-level successes to expand corporate-level partnerships that accelerate logo velocity across regional and national footprints.
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 while progressing corporate partnerships. You embody the brand and build trust in Relay with every customer interaction you lead.
Cross-Functional Advocacy: Serve as the "Voice of the Industrial Customer" internally. Partner with Product, Marketing and Sales as we refine our product offerings for the industrial frontline, including implementation of new hardware, deploying new features, and leading initial upsell motions within your book of business. Partner with Support and Billing, ensuring 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

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume