Customer Success Manager I - Hospitality

The role

You will serve as a customer strategist managing an expanding portfolio of Enterprise Multi-Site hospitality accounts. You will drive revenue through retention and expansion while ensuring customers realize value from the Relay platform.

What you will do

• Execute a Bottoms-Up, Tops-Down strategy to accelerate expansion across hospitality brands.
• Perform organizational mapping to engage property-level and corporate-level stakeholders.
• Own net-revenue growth including minimizing contraction and driving user expansion.
• Enable feature upsells and hardware refreshes across existing sites.
• Use data to interpret health trends and design customer engagements.
• Ensure customers derive maximum value from Relay.
• Serve as the Voice of the Customer by relaying feedback to internal teams.
• Partner with Support and Billing to resolve escalations.

Required qualifications

• 3-5 years of experience in Customer Success, Account Management, or Sales.
• Proven track record of retention, expansion, and lead generation.
• Strong commercial negotiator.
• Ability to own a revenue number and navigate complex contract negotiations.
• Entrepreneurial spirit.
• Deep understanding of customer data and the role AI plays in customer workstreams.
• Ability to frame complex risks and opportunities with customers.
• Ability to provide internal advocacy for cross-functional stakeholders.
• Capability to master a sophisticated hardware+software platform.
• Ability to articulate technical advantages over legacy radio incumbents.
• Ability to thrive and react to changing business needs in a high-growth environment.
• Ability to contribute to writing the playbook.

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, tennis, basketball, pickleball, and cycling
• Team events and culture
• Latest tech, standing desks, and tools and software

Before you apply

• Must be currently legally authorized to work in the US.
• Must not require future sponsorship in order to continue working for Relay.
• 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.