Director, Customer Success

Relay, a high growth Raleigh, NC- based tech startup, is looking to change the way we communicate. We’re on a mission that matters, and we're hiring for a Director, Customer Success, who will thrive in a dynamic high-growth start-up environment. Frontline workers are the lifeblood of our economy, and we're building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights. Here at Relay, we've designed, built and launched an entirely new product category and we're disrupting the handheld radio industry.

What is Relay? A platform that includes a simple, rugged, internet-enabled smart-device, and all the software that runs with it, for B2B clients and frontline workers across multiple industries and verticals. We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities. We are expanding our Customer Success team to support this growth!

This role will be based in our Raleigh, North Carolina HQ and we work in a hybrid model with 3 days in the office.

We are seeking a highly motivated Director, Customer Success within our Customer Success organization to lead the retention and scale strategies for a key vertical within the Relay customer base. This vertical already has strong product market fit, and the ideal candidate will be instrumental in forging industry relationships, supporting a growing portion of the organization and leading a high performing team of customer success professionals and leaders in their consistency to deliver scaled and effective customer journey life cycles, securing high and predictable customer & revenue retention.

Responsibilities:

• Primary ownership of customer retention and referenceability/NPS of key verticals
• Forge industry relationships and drive strategy with direct customers and strategic franchise/brand partnerships to achieve established business outcomes
• Lead a team of leaders, ensuring support and strategic alignment organizationally
• Build a high performing team and support professional development through leadership direct reports and individual contributors
• Ensure that team members meet or exceed their individual and team targets for customer satisfaction and retention in alignment with business objectives and KPIs
• Conduct regular performance reviews and provide coaching, feedback, and mentoring to the team and managers to help them grow and develop
• Iterate scalable customer life cycle milestone playbooks from post-sale, onboarding, through annual renewal that effectively train & nurture customer relationships ensuring retention of knowledge across varying levels of users and high customer account satisfaction with primary decision makers
• Deeply understand trending indicators for churn and lead initiatives through the organization to mitigate churn, failure to onboard, and collaborate with Go-To Market team influencing future customer acquisition
• Build operational leverage into the CS org through use of process & systems
• Collaboratively partner with sales, marketing, and product teams to support large customer acquisition initiatives and opportunities for upsell/cross-sell
• Develop and maintain relationships with key stakeholders within our larger customers' organizations, including ownership of escalations
• Embody a growth mindset and stay up-to-date with industry trends and best practices to ensure that the team is delivering a world-class customer success experience

Requirements

• Proven leadership track record of driving customer success, retention, and revenue growth in a scaling b2b SaaS tech startup environment
• Experience managing a variety of customer segments with different journeys
• Demonstrated leadership abilities to manage and develop high performing teams
• Bachelor’s Degree in Business or a related field is preferred
• 7+ years experience in a Customer Success Manager role and/or Account Management in a B2B/B2C environment
• 5+ years experience in a people leadership role
• An A-player and high-achiever who is passionate about customer success and hungry to excel
• Strong critical thinking skills and ability to work proactively
• Ability to handle ambiguous or challenging situations and adapt to business needs within a startup environment 
• Deeply analytical: can use data to help structure the team’s thinking, test hypotheses, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambig