Customer Success Manager

1 day 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 is designed to empower frontline workers, and we're looking for someone who can help us deliver exceptional customer experiences. As a Customer Success Manager, you'll be responsible for managing a portfolio of enterprise customer accounts, from onboarding to full lifecycle management.

You'll work closely with customers to understand their needs, use cases, and pain points, and serve as the subject matter expert on our product line. Your goal will be to identify opportunities for upsell and lead the customer communication plan, ensuring that customer needs are met and exceeded.

We're looking for someone with a strong analytical and communication skillset, who can provide clear and concise guidance to customers. If you're passionate about customer experience and have a proven track record of building and supporting relationships, we want to hear from you.

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's product line, including device hardware, accessories, and service 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
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


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