Manager, Customer Success

Relay, a Raleigh-based tech startup, is looking to change the way we communicate. We’re on a mission that matters, and we're hiring for a Manager, Customer Success who will thrive in a dynamic, high-growth  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. As a member of our leadership and management team, you will work in person out of our Raleigh HQ 4x week (M, W, F + one additional day). You can expect ~20% travel for this role. 

We are seeking a highly motivated Manager, Customer Success within our Customer Success organization to lead a team of CSRs across varying levels focused in retaining and supporting their customers within a key vertical of Relay’s customer base. This vertical already has strong product market fit, and the ideal candidate will be instrumental in leading a high performing team of customer success professionals in their consistency to deliver scaled and effective customer journey life cycles, securing high and predictable customer & revenue retention.

Learn more about Relay here!

Primary Responsibilities

• Ensure that team members meets or exceeds 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 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 sharpen company strategy for key vertical
• 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 customers, including ownership of escalations
• Embody a growth mindset and stay curious in deepening an understanding of various industry trends within key vertical focus
• Proactively identify, create, and improve processes and supporting documentation, inclusive but not limited to new hire onboarding, ongoing product updates, iterating on customer journeys and overall resource building for the team’s ongoing development
• Serve as the subject matter expert on Relay product line including device hardware, accessories, Relay App, Dash (dashboard), and service/connectivity options, helping the team position or adjust in proven product market fit key vertical
• Work cross-functionally to triage and serve as the voice of the customer 
• Proactively refine tactics for revenue retention and revenue expansion targets based on data trends, direct team feedback and market trends.
• Create clear visibility to deal pipeline, key expansion accounts, and inform iteration to customer strategies for key vertical team
• Collaborate on forecasting efforts, ensuring that tactical adjustments are made based on qualitative and quantitative learnings.

Required Qualifications

• 5+ years experience in a Customer Success Manager role and/or Account Management in a B2B/B2C environment
• 3+ 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
• Deeply analytical: can use data to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems