Customer Success Manager

4 weeks ago

Raleigh, North Carolina, United States Relay Full time
Customer Success Manager

Relay, a Raleigh-based tech startup, is seeking a Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for managing a portfolio of enterprise customer accounts, including onboarding, full lifecycle management, and support of products and services.

Key Responsibilities:

  • Manage a portfolio of enterprise customer accounts, including onboarding, full lifecycle management, and support of products and services
  • Communicate regularly with customers to develop a deep understanding of their needs, use cases, and pain points
  • Serve as the subject matter expert on Relay product line, including device hardware, accessories, Relay App, Dash, and service/connectivity options
  • Identify and communicate opportunities for upsell of additional Relay products
  • Lead the customer communication plan and internal coordination/resolution of highly complex and/or critical customer questions/issues
  • Triage and serve as the voice of the customer to the appropriate internal owner, including product development, BTS engineering, etc.
  • Effectively communicate trends in customer needs to company leadership
  • Monitor analytics and reporting for your portfolio, including proactively communicating with customers whose performance or engagement fall below target metrics
  • Assist in supporting/troubleshooting sales demos on strategic or high volume accounts
  • Facilitate replacements and returns for poor performing devices or damaged accessories within warranty
  • Create and maintain help documentation online through self-service support to assist customers of all sizes with common questions or issues

Requirements:

  • Bachelor's Degree in Business, Communications, or a related field
  • 1+ years experience in Customer Success Management and/or Account Management
  • Self-driven work ethic and strong organizational skills
  • Excellent analytical and communication skills
  • 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 handle ambiguous or challenging situations and drive to mutually agreeable outcomes
  • Ability to thrive and react to changing business needs within a start-up environment
  • Ability to travel 25% of the time

About Us:

Relay is a culture where we empower our team members to do the best work in their lives. We call this idea 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 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.

Benefits:

  • 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
  • Free Snacks and Fun Times
  • Latest tech, standing desks, and all the accessories and software you need to succeed in your role

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