Relay, a high growth Raleigh, NC- based tech startup, is looking to change the way we communicate. We’re on a mission that matters, and we're hiring for a Customer Success Manager who will thrive in a dynamic, high-growth start-up 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 is a hybrid role where you will be in the Relay HQ/office three days a week; Mondays, Wednesdays, and Fridays. These purposeful in-person days allow for maximum collaboration across our teams as we continue to rapidly grow!

Role Overview:

The Customer Success Specialist II - Specialty Markets is a vital revenue-owner and value-driver within our diverse Specialty Markets sector—encompassing segments such as Education, Golf, Facility Management, Healthcare, and others. The role is a tactical strategist responsible for managing a dedicated Mid-Market book of business, focusing on site-level health, value realization, and retention. Our CSS’s ensure that even in markets with varying levels of scale, our customers are leveraging Relay’s core value proposition and latest roadmap applications to drive operational excellence.

In this role, you will master the customer life-cycle for a wide array of use cases. Our specialists independently interprets health metrics, conducts deep discovery to uncover unique business problems Relay can solve, and builds multi-threaded relationships within accounts. The focus is on mid-market site stability, identifying expansion opportunities that fuel our growth while maintaining a "lockdown" defense on retention targets.

As a CSS in Specialty Markets, you are the practitioner ensuring this vision translates into reality across a variety of unique environments—from the golf course to the hospital wing. This role offers the opportunity to develop the customer journey for a diverse portfolio where no two days are the same. You aren't just following a playbook; you are using pattern recognition across different industries to refine how we position value, making you a key contributor in shaping our customer and whole-product experience.

What You'll Do:

• Revenue Ownership (Retention & Site Expansion): Own the net-revenue growth for your mid-market portfolio. You are responsible for safeguarding retention and identifying site-level expansion opportunities, such as user growth, feature upsells, and proactive hardware refreshes.
• Value Realization & Book Management: Proactively manage accounts across the lifecycle, using data to assess performance and prioritize efforts. You will move beyond status reporting to explain why metrics change, connecting trends to customer behavior and specific industry context (e.g., seasonal shifts in Golf or academic calendars in Education) to ensure maximum ROI.
• Multi-Threaded Relationship Building: Cultivate intentional stakeholder relationships across departments and functions. You will track professional milestones and organizational news to strengthen rapport, ensuring Relay is woven into the fabric of the customer’s daily operations.
• Outcome-Driven Discovery & Product Credibility: Independently conduct discovery to uncover business problems Relay can solve beyond current usage. Apply in-depth product knowledge to solve site-level challenges. You will frame opportunities in terms of customer outcomes and operational impact, qualifying value with clear context and rationale.
• Cross-Functional Advocacy: Serve as the "Voice of the Specialty Market Customer" internally. Partner with Product, Marketing, and Sales to ensure that general roadmap applications are effectively positioned for these unique segments. Partner with Support and Billing to ensure any escalations have timely resolution.
• Operational Excellence: Optimize the use of internal tools and systems to improve account management efficiency. You will identify and resolve process or technical breakdowns that affect customer outcomes, ensuring a seamless journey from initial launch through long-term partnership.

What You'll Have:

• Experience: 3+ years in Customer Success or Account Management, specifically managing a high-volume book of mid-market accounts. A proven track record of retention, expansion, and lead generation is essential.
• Analytical Mindset: Ability to independently interpret health and usage metrics to assess account performance. You don't just see data; you see the story behind it and can recommend the next best action to drive adoption.
• Commercial Acumen: Proven experience owning a revenue expansion and retention number. You are comfortable navigating contract renewals and connecting product features to a customer’s bottom line.
• Strategic Communication: Ability to communicate with structure and intent. You can synthesize complex customer data into clear narratives and navigate difficult conversations with composure and empathy.
• Sector Curiosity: A self-starter who stays engaged with industry trends. You apply self-taught knowledge of the various segments you manage to strengthen your account strategies and build credibility in customer partnerships.
• Technical Aptitude: Capability to master a sophisticated hardware + software platform. You can articulate Relay’s technical advantages and help customers navigate the transition from legacy tools to modern AI-enabled technology.
• The "CSS" Mentality: You model strong ownership and adaptability. You are a problem-solver who can restructure your execution strategy based on feedback and pattern recognition to improve site-level outcomes.

About us: Relay culture, benefits & perks:

First and foremost our culture hinges on you being LIT up in an environment that fosters learning, impact, and teamwork (LIT) where Relayers can do the best work in their lives. We call this BWIML (pronounced bee wimmel = Best Work In My Life)!

It's truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits and perks mean you'll be able to integrate work into your whole life, focus on health, perform impactful work, grow in your role, look after yourself/your family, and invest in your future.

At Relay, we offer...

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Wellness Perks, including a world-class onsite fitness center with instructor led classes + locker room as well as endless outdoor amenities whether tennis, basketball, cycling, or pickleball is your jam
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

The Relay Hybrid Work Model

At Relay, relationships are at the core of everything we do - and this translates to how we approach our customers and our work internally. Relay strives to be long-term relational partners versus transactional vendors to our customers. You will be encouraged to get in front of our customers and/or attend a trade show as a Relayer, regardless of your role.

Internally, Relayers endeavor to build authentic, caring, and trusted relationships with each other.

With these principles in mind, and because we believe relationships are formed more quickly and deeply in-person, we greatly value the power of collaborating together with our customers on-site at their properties, and with each other in our spectacular and amenity-rich office.

Our relational approach is also at the heart of why we ask all Relayers in our hybrid model to work from the office a minimum of 3 days per week.

At this time Relay is unable to provide sponsorship for employment. In order to be considered for employment, applicants must be currently legally authorized to work in the US and not require future sponsorship in order to continue working for Relay.