Enterprise Customer Success Manager

Relay is a cloud-based technology platform that helps frontline teams improve communications, increase employee safety, and improve their productivity. Relay helps frontline teams digitally transform their operations with the modern tools which supports actionable real-time data needed to track performance and improve their operations. Software has not yet transformed the frontline world, and we're on a mission to change that. We’ve experienced tremendous growth in our 5 years as a B2B company, and continue to expand our Raleigh, NC based team as a result! We're hiring for an Enterprise CSM to join our Customer Success team to support our tremendous growth as we acquire new customers and move up market. 

Why Join Relay?

• Make a Tangible Impact:  Our platform directly enhances the lives of frontline workers, improving their responsiveness to customers (72%) and overall efficiency (77%). We've already facilitated over 2.5 billion messages and supported countless deskless workers.
• Be Part of a Winning Team:  We're not just growing - we're recognized as a leader in our field. Relay has been honored by Inc. 5000, Deloitte 500, and NC Tech, and we've achieved over 40% YoY revenue growth for two consecutive years.
• Thrive in a World-Class Environment: Our Raleigh campus boasts a fitness center, outdoor sports courts, a cafeteria, and modern workspaces designed to inspire collaboration and innovation.
• Embrace a Vibrant Culture: With over 215 team members, we've cultivated a culture of empowerment and engagement, where every employee is encouraged to do their best work.
• Invest in Your Future: Our comprehensive benefits package prioritizes work/life integration and supports your personal and professional development.

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!

Please note this role will be based in our Raleigh, NC amenity rich headquarters and you should be interested in working in person 3+ days per week.

Primary Responsibilities

• Manage the entire customer life cycle for enterprise customer accounts (within North American and Latin America) both Fortune 500 customers and new verticals Relay pursues.  This includes onboarding (training, account configuration, & implementation), ongoing engagements to nurture the relationship and ensure continued strong delivery of our value proposition and revenue retention
• In partnership with Enterprise Sales, leverage key learnings, relationships and insights from your portfolio to identify targets for revenue growth
• Build valuable relationships across multiple levels in a customer’s organization by ensuring we’re thoroughly supporting & engaging with end users all the way through executive level leadership
• Communicate regularly with your customers to develop a deep understanding of their unique business needs, industry requirements, and Relay’s current and future applications within those.
• Serve as the voice of the customer, advocating for rapid iteration internally within operations, product development, engineering, and leadership, to ensure that the wide variety of needs are being met
• Lead the customer communication plan and internal coordination/resolution of highly complex and/or critical customer questions/issues include fiscal year budget plans, outages, etc.
• Serve as the subject matter expert on Relay product and merchandising including device hardware, accessories, Relay App, Dash, Connectivity and service plans
• Proactively monitor the performance and engagement of your account portfolio ensuring you’re driving needed actions to deliver Relay’s value proposition to our customers.
• Understand company's competition and effectively position solutions against them to achieve revenue retention and expansion.
• Create custom assets as needed to assist enterprise customer accounts’ unique Relay requirements

Required Qualifications

• Bachelor’s Degree (Business, Communications or a related field is preferred)
• 3+ years experience in Customer Success Management and/or Account Management, with at least 2 years focused on strategic or enterprise level customers
• Self driven work ethic and strong organizational skills
• Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
• Excellent analytical and communication skills - you're able to provide clear and concise guidance through emails, over the phone, online meetings, or in person
• Proven track record of successfully building and suppo