Customer Success Manager I - Specialty

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.

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. 

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.

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 hybrid based in our Raleigh, NC headquarters, requiring 3 days per week in the company office (Monday/Wednesday/Friday). This role is anticipated to have travel requirements up to 20%.

Role Overview:

At Relay, our Customer Success Manager I (Specialty Markets) is a critical revenue-owner and strategic partner within our rapidly evolving Specialty sector. This role serves as a customer strategist tasked with managing a growing portfolio of Mid-Market and Multi-Site accounts across industrial verticals, such as Education, Golf, Facility Management, Healthcare, and others. You will focus on value realization, account-based expansion, and driving site-level success that unlocks growth within key customer accounts.

This team goes beyond maintaining current states; they drive significant value from existing sites, map complex customer organizations, and develop multi-threaded relationships from frontline teams to corporate offices - identifying expansion opportunities that fuel our growth targets. You will own the post-sale customer journey, ensuring every specialty customer leverages Relay to drive operational leverage in their business.

Relay is at a transformative inflection point, moving from a product-centric communications business to a platform-centric AI leader for the specialty market. As a CSM I in our Specialty 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 such as healthcare, education, golf, facilities management, and others - owning a meaningful piece of our steep growth trajectory.

What you will do:

• 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, site expansion, and, where applicable, progressing corporate partnerships. This includes leading the full life cycle of the customer post-sale - from onboarding through adoption, expansion, and renewal - ensuring Relay is deeply embedded in your customers' industrial operations. You embody the brand and build trust in Relay with every customer interaction.
• Revenue Ownership (Retention & Expansion): 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
• Account-Based Motions & Multi-Threading: Execute a "Bottoms-Up, Tops-Down" strategy in partnership with Sales, leveraging site-level wins to accelerate logo velocity and expand corporate-level partnerships across regional and national specialty footprints.  Perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers across departments and facilities.
• Cross-Functional