Strategic Customer Success Manager

2 months ago


Raleigh, United States Relay Full time

Relay, a Raleigh-based tech startup, is looking to change the way we communicate. We’re on a mission that matters.

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 – a simple, rugged, internet-enabled smart-device and all the software that runs it – and we’re disrupting the handheld radio industry 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 and are expanding our Customer Success team within Operations to support this growth.

We are currently seeking a Strategic Customer Success Manager who will thrive in a dynamic start-up environment.

This role will be based in our North Hills, Raleigh, North Carolina HQ and we work in a hybrid model with at least 3 days (M,W,F), up to 2 days remote, and will involve up to 40% travel.

Overview

Relay is quickly growing as a product solution for enterprise customers. We have ambitious goals to rapidly develop our product, expand our customer base, and be a market leader as a software based communication solution for the active workforce. We are currently seeking a Customer Success Manager that will thrive in a scrappy start-up environment where new standards are still being set. Do you want to help mold and improve the customer experience from trial to onboarding and renewals?

Join us and you can help create the playbook while delivering results directly with customers.

Learn more about Relay at RelayPro.com

Primary Responsibilities

Manage the entire customer life cycle for strategic customer accounts both Fortune 500 customers and new verticals Relay pursues. This includes onboarding (training, account configuration, & implementation), ongoing engagements to nurture the relationship and ensure continued strong delivery of our value proposition and revenue retention In partnership with Sales and Business Development, leverage key learnings, relationships and insights from your portfolio to identify targets for revenue growth Build valuable relationships across multiple levels in a customer’s organization by ensuring we’re thoroughly supporting & engaging with end users all the way through executive level leadership Communicate regularly with your customers to develop a deep understanding of their unique business needs, industry requirements, and Relay’s current and future applications within those. Serve as the voice of the customer, advocating for rapid iteration internally within operations, product development, engineering, and leadership, to ensure that the wide variety of needs are being met Lead the customer communication plan and internal coordination/resolution of highly complex and/or critical customer questions/issues include fiscal year budget plans, outages, etc. Serve as the subject matter expert on Relay product and merchandising including device hardware, accessories, Relay App, Dash, Connectivity and service plans Proactively monitor the performance and engagement of your account portfolio ensuring you’re driving needed actions to deliver Relay’s value proposition to our customers. Understand company's competition and effectively position solutions against them to achieve revenue retention and expansion. Create custom assets as needed to assist Strategic customer accounts’ unique Relay requirements

Required Qualifications

Bachelor’s Degree in Business, Communications or a related field is preferred 3+ years experience in Customer Success Management and/or Account Management Self driven work ethic and strong organizational skills Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes Excellent analytical and communication skills - you're able to provide clear and concise guidance through emails, over the phone, online meetings, or in person Proven track record of successfully building and supporting relationships with all levels of seniority Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy Ability to thrive and react to changing business needs within a startup environment Ability to travel up to 40% of the time

Preferred Qualifications

Direct experience supporting Fortune 500 customers in either a Customer Success or Account Management role Knowledge and experience using and supporting enterprise software Experience with CRM and ticketing tools

About us: company, culture & perks:

We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (best work in my life).

It's truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits means you'll be able to achieve work/life balance, stay healthy, 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 Generous Paid Time Off 401(K) Savings Plan + Company Match Baby Birth Cost Assistance + Paid Parental Leave Free Gym Access Phone, Fitness Tracker or Home Gym Equipment - annual credit towards a fitness tracker or other workout equipment Free Snacks and Fun Times Latest PCs/Macbooks, standing desks, and all the accessories and software you need to succeed in your role

#J-18808-Ljbffr



  • Raleigh, United States TopQuadrant Full time

    Our team is looking for an Customer Success Manager focused on managing and expanding our footprint at key strategic accounts. You will be responsible to built relationships across our customer's organization, and raise awareness of our flagship product, TopBraid EDG. As an early member of our Customer Success team, you’ll have a strong influence on...


  • Raleigh, United States Strategic Employment Full time

    An innovative EdTech company is looking to add a Customer Success Specialist to their growing team. In this role, you will be interfacing with teachers and school districts to drive product implementation and ensure continued satisfaction of an award winning STEM e-learning software application. This role is primarily remote, with travel to conferences and...


  • Raleigh, United States WingSwept Full time

    WingSwept is seeking a dynamic professional with exceptional communication and relationship building skills to act as the primary liaison between WingSwept and our growing client base. The candidate should have a proven record of leveraging IT knowledge and business acumen to help guide and influence technology decision making in a small or mid-sized...


  • Raleigh, North Carolina, United States TopQuadrant Full time

    TopQuadrant is seeking a dedicated Strategic Customer Engagement Manager who will play a pivotal role in managing and enhancing our presence within key strategic accounts. Your primary responsibility will be to cultivate relationships throughout our customers' organizations and promote awareness of our premier product, TopBraid EDG. As an integral member of...


  • Raleigh, United States ServiceTitan Full time

    Ready to be a Titan? As a Manager, Corporate Customer Success Management you will be responsible for overseeing a team of Customer Success Managers to ensure they are delivering an exceptional experience and driving value for our customers through the ServiceTitan product suite. You will coach your team to strategic growth and retention within their books of...


  • Raleigh, United States NVIDIA Full time

    We are seeking a high-energy and experienced customer success professional with a validated, successful track record of driving successful customer business outcomes. This person will expand the customer’s NVIDIA portfolio via upsell, cross-sell, and retention. This full-time position requires outstanding ability to understand a customer’s business goals...


  • Raleigh, United States Udt Full time

    Customer Success Manager Remote: Florida, Georgia, North Carolina, South Carolina, Oklahoma, Texas, Tennessee, Virginia, Missouri, Maryland Summary UDT is a technology enabler that helps clients in major industries evaluate, architect, provide, secure, and manage technology on the go, in the rack and in the cloud. UDT provides flexible and interoperable...


  • Raleigh, United States Relay Full time

    Relay, a Raleigh-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...


  • Raleigh, United States Relay Full time

    Relay, a Raleigh-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...


  • Raleigh, United States Lucid Software Full time

    Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diversity and are dedicated to creating an...


  • Raleigh, United States Lucid Software Full time

    Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diversity and are dedicated to creating an...


  • Raleigh, United States Hawk Ridge Systems Full time

    Exciting Customer Success Manager Opportunity with leading 3D design & manufacturing solutions provider, Hawk Ridge Systems! Would you like to work at an incredible company that is dedicated to deliver on our mission to DOUBLE our Company size and performance over the next three years? Hawk Ridge Systems , an industry leader and one of the top Worldwide...


  • Raleigh, United States WalkMe Full time

    WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to accomplish the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their...


  • Raleigh, United States WalkMe Full time

    WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize and unlock the full potential of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and seamless automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize...


  • Raleigh, United States Relay Full time

    Relay, a Raleigh-based tech startup, is looking to change the way we communicate. We’re on a mission that matters. 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...


  • Raleigh, United States Medicom Full time

    Medicom Technologies, Inc. is a healthcare technology company that is passionate about improving patient outcomes by eliminating health data silos and facilitating data curation. With thousands of connections and participating organizations, Medicom Connect creates bridges for disparate silos of health information so health records and images can be easily...


  • Raleigh, United States Make Full time

    We are looking for a Customer Success Manager to join our growing Customer Success organization. If you are looking for exciting projects run by hands-on tech leaders in one of the fastest-growing companies in Europe, keep reading! Core Mission As part of our Customer Success organization, you will be guiding our customers to maximize the value of Make’s...


  • Raleigh, United States Sovereign's Capital Full time

    Relay, a Raleigh-based tech startup, is looking to change the way we communicate. We’re on a mission that matters. 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...


  • Raleigh, United States Relay Full time

    Relay, a Raleigh-based tech startup, is looking to change the way we communicate. We're on a mission that matters. 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...


  • Raleigh, United States Relay Full time

    Relay, a Raleigh-based tech startup, is quickly growing as a product solution for enterprise customers. We have ambitious goals to rapidly develop our product, expand our customer base, and be a market leader as a software based communication solution for the active workforce. Frontline workers are the lifeblood of our economy and we're building the cloud...