Customer Success Specialist II- Specialty

Relay • Raleigh, NC

13d • Onsite

About The Position

The Customer Success Specialist II - Specialty Markets is a vital revenue-owner and value-driver within our diverse Specialty Markets sector—encompassing segments such as Education, Golf, Facility Management, Healthcare, and others. The role is a tactical strategist responsible for managing a dedicated Mid-Market book of business, focusing on site-level health, value realization, and retention. Our CSS’s ensure that even in markets with varying levels of scale, our customers are leveraging Relay’s core value proposition and latest roadmap applications to drive operational excellence. In this role, you will master the customer life-cycle for a wide array of use cases. Our specialists independently interprets health metrics, conducts deep discovery to uncover unique business problems Relay can solve, and builds multi-threaded relationships within accounts. The focus is on mid-market site stability, identifying expansion opportunities that fuel our growth while maintaining a "lockdown" defense on retention targets. As a CSS in Specialty Markets, you are the practitioner ensuring this vision translates into reality across a variety of unique environments—from the golf course to the hospital wing. This role offers the opportunity to develop the customer journey for a diverse portfolio where no two days are the same. You aren't just following a playbook; you are using pattern recognition across different industries to refine how we position value, making you a key contributor in shaping our customer and whole-product experience.

Requirements

• 3+ years in Customer Success or Account Management, specifically managing a high-volume book of mid-market accounts.
• A proven track record of retention, expansion, and lead generation is essential.
• Ability to independently interpret health and usage metrics to assess account performance. You don't just see data; you see the story behind it and can recommend the next best action to drive adoption.
• Proven experience owning a revenue expansion and retention number. You are comfortable navigating contract renewals and connecting product features to a customer’s bottom line.
• Ability to communicate with structure and intent. You can synthesize complex customer data into clear narratives and navigate difficult conversations with composure and empathy.
• A self-starter who stays engaged with industry trends. You apply self-taught knowledge of the various segments you manage to strengthen your account strategies and build credibility in customer partnerships.
• Capability to master a sophisticated hardware + software platform. You can articulate Relay’s technical advantages and help customers navigate the transition from legacy tools to modern AI-enabled technology.
• You model strong ownership and adaptability. You are a problem-solver who can restructure your execution strategy based on feedback and pattern recognition to improve site-level outcomes.

Responsibilities

• Own the net-revenue growth for your mid-market portfolio. You are responsible for safeguarding retention and identifying site-level expansion opportunities, such as user growth, feature upsells, and proactive hardware refreshes.
• Proactively manage accounts across the lifecycle, using data to assess performance and prioritize efforts. You will move beyond status reporting to explain why metrics change, connecting trends to customer behavior and specific industry context (e.g., seasonal shifts in Golf or academic calendars in Education) to ensure maximum ROI.
• Cultivate intentional stakeholder relationships across departments and functions. You will track professional milestones and organizational news to strengthen rapport, ensuring Relay is woven into the fabric of the customer’s daily operations.
• Independently conduct discovery to uncover business problems Relay can solve beyond current usage. Apply in-depth product knowledge to solve site-level challenges. You will frame opportunities in terms of customer outcomes and operational impact, qualifying value with clear context and rationale.
• Serve as the "Voice of the Specialty Market Customer" internally. Partner with Product, Marketing, and Sales to ensure that general roadmap applications are effectively positioned for these unique segments. Partner with Support and Billing to ensure any escalations have timely resolution.
• Optimize the use of internal tools and systems to improve account management efficiency. You will identify and resolve process or technical breakdowns that affect customer outcomes, ensuring a seamless journey from initial launch through long-term partnership.

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