Customer Success Manager

About the Company
Relay Robotics provides autonomous delivery robot solutions that improve operational efficiency, staff satisfaction, and patient care across leading healthcare systems. Our platform automates intra-facility transport workflows such as lab samples, medications, supplies, pharmacy runs, dietary deliveries, and more, enabling hospitals to streamline operations and reallocate staff to higher-value tasks.
We partner with major health systems nationwide and are growing quickly. We’re looking for a strong healthcare-oriented leader to drive enterprise deployments, adoption, and expansion.
Role Overview
In this high-visibility role, you will lead the success of a portfolio of Relay Robotics’ hospitality and healthcare customers. You’ll drive retention and growth, align with customers on the right strategies to increase value and utilization, and deliver a best-in-class customer experience. You will also serve as an internal advocate—ensuring customer needs are clearly understood, prioritized, and supported across the organization.Success in this role requires a balance of strategic thinking, strong operational execution, and a data-driven approach.

Key Responsibilities

• Lead onboarding for new customers, create launch plans, and define success metrics and timelines
• Build and maintain strong relationships with key stakeholders and decision-makers across healthcare and hospitality accounts
• Monitor customer health, including adoption, utilization, renewal risk, and expansion potential
• Conduct regular business reviews (QBRs), share actionable insights, align on value delivery, and identify growth opportunities
• Partner cross-functionally with Sales, Product, Support, and Marketing to escalate issues, influence product improvements, and drive customer outcomes
• Own renewal and expansion discussions in collaboration with Sales/Account teams
• Analyze customer data to identify usage trends, risks, and optimization opportunities
• Advocate for customers internally by representing their needs and feedback to product and leadership teams
• Develop and maintain account plans, notes, and documentation in CRM and analytics tools
• Serve as the point of escalation for customers and ensure timely, effective issue resolution

Qualifications

• 2–4+ years of experience in Customer Success, Account Management, or related roles in SaaS or enterprise technology; robotics experience is a plus
• Proven success driving retention, growth (NDR/GRR), adoption, and value realization
• Excellent relationship-building and consultative skills; able to connect business value across diverse stakeholder groups
• Ability to influence change and support customers through operational/process transformation
• Experience managing multi-stakeholder, multi-user environments
• Outstanding written, verbal, and presentation skills
• Highly organized, proactive, and effective at managing a portfolio of accounts while balancing competing priorities
• Comfortable working cross-functionally in a fast-paced, high-growth environment
• Familiarity with CRM/analytics tools (e.g., Salesforce, Monday, Looker)

Why Join Us?

• Join a pioneering robotics company transforming the healthcare and hospitality industries
• Work with a collaborative, passionate, and mission-driven team
• Play a key role in scaling innovative technology with real-world impact
• Be part of a dynamic organization where your contributions are visible and meaningful

Why Join Us?Be part of a pioneering robotics company that’s transforming healthcare.Work with a collaborative, passionate, and smart team.Play a key role in scaling an innovative technology that’s reshaping industries.Enjoy a dynamic, mission-driven culture where your impact is tangible.If you're excited by the opportunity to revolutionize healthcare through robotics and want to work in a high-growth environment, we’d love to meet you. Apply today to join Relay Robotics!Relay Robotics is proud to be an equal opportunity employer.