Senior Manager, Customer Success

The role

You will lead a team of 7 to 10 Customer Success Managers to drive retention and expansion outcomes. You will manage account strategy for Mid-Market and Enterprise accounts and partner with Sales, Product, and Marketing teams.

What you will do

• Set account strategy for complex Mid-Market and Enterprise accounts
• Coach Customer Success Reps on execution and skill development
• Own segment retention and expansion outcomes
• Maintain onboarding, adoption, expansion, and renewal functions
• Identify recurring patterns to determine structural performance drivers
• Analyze leading indicators for churn risk, adoption gaps, and expansion blockers
• Lead and develop a team of 7 to 10 CSMs
• Establish operating rhythms, standards, and guardrails
• Partner with Sales, Product, SE/FDE, and GTM leadership
• Own escalations and translate field insight for product development

Required qualifications

• 8+ years of experience in Account Management, Customer Success, or Sales roles within a SaaS or hardware/software company
• 3+ years in a direct leadership role managing Customer Success Managers or Account Managers
• Experience managing high-touch, multi-site, or enterprise customer portfolios
• Demonstrated ownership of business outcomes including retention, expansion, and lifecycle performance
• Experience coaching individual reps to improve performance
• Track record of holding a high-performance bar with candor
• Ability to identify structural patterns, diagnose root cause, and drive resolution across functions
• Ability to operate effectively in ambiguity
• Strong cross-functional leadership and stakeholder management skills at the senior level
• Excellent communication skills
• Ability and eagerness to travel ~25%

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 for Raleigh-based HQ
• Company celebrations and team outings
• Latest tech, standing desks, and tools and software

Before you apply

• Candidates may request to opt out of AI notetaking during interviews

About the company

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