Customer Success Manager II - Industrial Markets

The role

You will manage a portfolio of Mid-Market and Enterprise Multi-Site accounts as a customer strategist. You will focus on value realization, account-based expansion, and driving site level success to unlock growth within an Enterprise.

What you will do

• Own net-revenue growth of your portfolio including minimizing contraction, driving user expansion, feature upsells, and hardware refreshes.
• Identify and build champions across departments, sites, and corporate functions through deep organizational mapping.
• Partner with Sales to execute a Bottoms-Up, Tops-Down strategy to expand corporate-level partnerships.
• Use data to interpret health trends and design customer engagements.
• Ensure customers derive maximum value from Relay.
• Serve as the Voice of the Industrial Customer internally.
• Partner with Product, Marketing and Sales to refine product offerings.
• Partner with Support and Billing to ensure timely resolution of escalations.

Required qualifications

• 5+ years of experience in Customer Success, Account Management, or Sales.
• Proven track record of managing complex, multi-site B2B accounts with account-based motion growth.
• Strong commercial negotiator.
• Ability to own a revenue number and navigate complex contract negotiations.
• Entrepreneurial spirit.
• Ability to understand customer data and the role of AI and technology.
• Ability to frame complex risks and opportunities with customers and internal stakeholders.
• Technical aptitude to master a sophisticated hardware+software platform.
• Ability to thrive and react to changing business needs in a high-growth environment.

Nice to have

• Experience within the Industrial, Manufacturing, or Logistics sectors.

Benefits

• 100% Paid Insurance: Health, Dental, Vision, Long/Short Term Disability, and Life Insurance for you and your dependents
• Generous Paid Time Off
• 401(k) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Onsite fitness center with instructor-led classes, plus tennis, basketball, pickleball, and cycling
• Company celebrations and team outings
• Latest tech, standing desks, and all the tools and software needed

Before you apply

• Applicants must be currently legally authorized to work in the US and not require future sponsorship.
• Candidates may request to opt out of AI notetaking during interviews.

About the company

Relay is the Intelligent System of Action for the physical economy, transforming analog frontline operations into a data-rich, AI-powered ecosystem.