Customer Success Manager

2 days 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 who will thrive in a dynamic, high-growth start-up environment.

Job Overview

As a Customer Success Manager at Relay, you will be responsible for managing a portfolio of enterprise customer accounts, including onboarding, full lifecycle management, and support of products and services. You will communicate regularly with customers to develop a deep understanding of their needs, use cases, and pain points.

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, 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 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 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

We have a culture where we empower our Relayers 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.

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

Please note that all finalist candidates must complete a successful background and reference checks prior to employment with Relay.

The Relay Hybrid Work Model

Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Wednesdays, plus one day selected by your organizational leader. These purposeful in-person days in a thoughtfully designed office help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

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.

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