Customer Success Specialist

Relay is seeking a Customer Success Specialist to manage a portfolio of enterprise customer accounts and provide support for their products and services. The specialist will communicate regularly with customers to understand their needs and serve as an expert on Relay's product line. They will also identify upsell opportunities, lead customer communication plans, and triage customer issues. The ideal candidate should have a self-driven work ethic, excellent organizational and communication skills, and a proven track record in building relationships.

• Manage a portfolio of enterprise customer accounts including onboarding, full lifecycle management, and support of products and services
• Communicate regularly with customers to understand their needs, use cases, and pain points
• Serve as the subject matter expert on Relay product line
• Identify and communicate opportunities for upselling additional Relay products
• Lead customer communication plans for product releases and coordinate resolution for complex customer questions/issues
• Triage and serve as the voice of the customer to internal owners
• Effectively communicate trends in customer needs
• Monitor analytics and reporting for portfolio and proactively communicate with underperforming customers
• Create and maintain training materials for respective customer segment
• Less than 5% travel as needed

• Bachelor's Degree
• 1+ years experience in Customer Success and/or Account Management
• Self driven work ethic and strong organizational skills
• Excellent organizational and communication skills
• Proven track record of successfully building and supporting relationships with all levels of seniority
• Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
• Ability to handle ambiguous situations

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Connection and Wellness benefits and programs
• Baby Cash Cost Assistance + Paid Parental Leave
• Phone, Fitness Tracker or Home Gym Equipment - annual credit towards a fitness tracker or other workout equipment
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role