Customer Success Manager II- Specialty

The role

You will serve as a customer strategist managing a portfolio of Mid-Market and Enterprise Multi-Site accounts in Specialty Markets. You will drive net-revenue growth through retention, user expansion, and feature upsells while building multi-threaded relationships from frontline teams to corporate offices.

What you will do

• Own net-revenue growth including minimizing contraction and driving user expansion
• Enable feature upsells and hardware refreshes across existing sites
• Identify and build champions across departments, sites, and corporate functions
• Perform deep organizational mapping to ensure total coverage
• Partner with Sales to ensure knowledge transfer and value realization
• 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 Specialty Market Customer internally
• 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
• 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 Relay’s technical advantages over legacy radio incumbents
• Ability to thrive and react to changing business needs within a high-growth environment

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 all the tools and software needed

Before you apply

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

About the company

Relay is building a digital foundation for the global deskless workforce by transforming analog frontline operations into an AI-powered ecosystem.