Customer Success Manager

1 week ago

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

Relay, a Raleigh-based tech startup, is revolutionizing the way we communicate. We're on a mission to make a meaningful impact, and we're seeking a Customer Success Manager to thrive in a dynamic, high-growth start-up environment.

Our cloud platform empowers frontline workers with real-time communications, location information, and data-driven insights. We've disrupted the handheld radio industry with a simple, rugged, internet-enabled smart-device and accompanying software for B2B clients and frontline workers across multiple industries.

This role will be based in our North Hills, Raleigh, North Carolina HQ, with a hybrid work model that includes 3 days in the office and 2 days remote. Approximately 25% travel is required.

Key Responsibilities:
  • Manage a portfolio of enterprise customer accounts, including onboarding, full lifecycle management, and support of products and services.
  • Develop a deep understanding of customer needs, use cases, and pain points through regular communication.
  • Serve as the subject matter expert on Relay's product line, including device hardware, accessories, and service options.
  • Identify opportunities for upselling additional Relay products and lead customer communication plans.
  • Triage and resolve complex customer questions and issues, serving as the voice of the customer to internal stakeholders.
  • Monitor analytics and reporting for your portfolio, proactively communicating with customers whose performance or engagement falls below target metrics.
  • Support sales demos on strategic or high-volume accounts and facilitate replacements and returns for poor-performing devices or damaged accessories.
  • Create and maintain help documentation to assist customers with common questions or issues.
Requirements:
  • Bachelor's degree in Business, Communications, or a related field.
  • 1+ years of 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 building and supporting relationships with all levels of seniority.
  • Mix of business and technical acumen to engage in discussions involving technology and business strategy.
  • Ability to handle ambiguous or challenging situations and drive mutually agreeable outcomes.
  • Ability to thrive in a startup environment and travel 25% of the time.
About Relay:

We empower our team members to do their best work in a culture that values BWIML (Best Work In My Life). Our benefits package includes 100% paid insurance, generous PTO, 401(K) savings plan, and more.

Our hybrid work model allows for 3 days in the office and 2 days remote, with approximately 25% travel required. We're unable to provide sponsorship for employment, and applicants must be currently authorized to work in the US without future sponsorship needs.

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