Customer Success Manager II- Specialty

Relay • Raleigh, NC

12h

About The Position

At Relay, our Customer Success Manager (Specialty Markets) role involves serving as a customer strategist responsible for managing an expanding portfolio of Mid-Market and Enterprise Multi-Site accounts that showcase the versatility of the Relay platform. It is a key revenue-generating and strategic partnership position within the diverse Specialty Markets sector, which includes segments such as Education, Golf, Facility Management, Healthcare, and others. 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, map complex customer organizations to 'farm' accounts, and develop multi-threaded relationships from frontline teams to corporate offices. Ensuring customers, even in markets with varying scales, 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 Specialty Markets are the proving ground for the platform’s universal applicability. As a CSM in this sector, you will manage a highly varied book of business, requiring you to be a "flex-athlete" of various industries you support. You will have the opportunity to define "what good looks like" across diverse segments, ensuring these customers remain a vital part of our steep growth trajectory. This role offers a direct path to influencing our GTM strategy, and the challenge of driving expansion in markets with a wide array of applications and use cases.

Requirements

• 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
• Strong commercial negotiator anchored in driving value and win-win outcomes.
• Comfortable owning a revenue number, navigating complex contract negotiations, and connecting product metrics to a customer’s bottom line.
• 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.
• Ability to iterate and build from an informed point of view, using a deep understanding of customer data and the role AI plays in enabling 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.
• Curiosity and capability to master a sophisticated hardware+software platform.
• Must be able to articulate Relay’s technical advantages over legacy radio incumbents.
• 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.

Responsibilities

• 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.
• Identify and build champions across departments, sites, and corporate functions.
• Perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers in segments ranging from Education to Healthcare.
• Partner closely with Sales counterparts to ensure knowledge transfer and value realization can be derived across use cases in varying industry segments.
• Execute a "Bottoms-Up, Tops-Down" strategy in partnership with sales on named accounts, using your site-level successes to expand corporate-level partnerships that accelerate logo velocity across regional and national footprints.
• 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.
• Serve as the "Voice of the Specialty Market Customer" internally. Partner with Product, Marketing, and Sales as we refine our offerings, ensuring that general roadmap applications are effectively positioned for these unique segments.
• 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 for you and your dependents
• Generous Paid Time Off
• 401(k) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Wellness Perks: If you’re joining our Raleigh-based HQ, you’ll have access to a world-class onsite fitness center with instructor-led classes, plus tennis, basketball, pickleball, and cycling
• Team Events & Culture: From company celebrations to team outings, we work hard and have fun doing it.
• Latest tech, standing desks, and all the tools and software you need to thrive

What This Job Offers

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