Relay is the Intelligent System of Action for the physical economy. While the digital revolution has historically left the deskless workforce behind, we are closing that gap by transforming analog frontline operations into a data-rich, AI-powered ecosystem.

With a staggering 461% three-year revenue growth rate, Raleigh, NC-based Relay was recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000. 

We aren’t just selling radios; we are building the digital foundation for the 80% of the global workforce that doesn't work at a desk.

Why Join Relay?

• A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500 and a dozen of the Fortune 100.
• High Value, High Impact: With 47% of our revenue coming from $100K+ ARR customers and a 135% Net Revenue Retention (NRR), you will be joining a company rooted in value creation.
• Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, which has seen 500% YoY growth.
• World-Class Leadership: Our already stellar C-suite has been bolstered by leaders to help us scale toward our next major milestones.
• The Relay Culture: Work from our amenity-rich Raleigh campus (fitness center, sports courts) with 100% paid health insurance and a team dedicated to "Best Work In My Life" (BWIML).

If you're passionate about technology, driven to make a difference and align your work to a bigger mission, and excited to join a company that's shaping the future of frontline work, we encourage you to explore opportunities at Relay!

This is a full-time, in-office role based in our Raleigh, NC headquarters, requiring 4 days per week in the company office (Monday - Friday). This role is anticipated to have travel requirements up to 20%.

Role Overview:

At Relay, our Customer Success Manager (Enterprise Multi-Site Hospitality) role involves serving as a customer strategist responsible for managing an expanding portfolio of Enterprise Multi-Site accounts that showcase the versatility of the Relay platform. It is a key revenue-generating and strategic partnership position within the Hospitality sector. The focus is on value realization, account-based expansion, and fostering site-level success to promote growth within broader Enterprise contexts.

This team goes beyond maintaining current states; they drive significant value from existing sites and develop multi-threaded relationships from frontline teams to corporate offices. Ensuring customers leverage Relay’s core value proposition and latest roadmap applications is essential for driving operational excellence.

Relay is at a transformative inflection point, and our Hospitality segment is the cornerstone of our enterprise growth strategy. As a CSM in this sector, you will manage a sophisticated book of business consisting of major hotel brands and management companies, requiring you to be an expert in hospitality operations and guest experience workflows. You will have the opportunity to define "what excellence looks like" at scale, ensuring these high-profile customers remain a vital part of our steep growth trajectory.

What you will do:

• Account Based Selling & Multi-threading:
  • Execute a "Bottoms-Up, Tops-Down" strategy in partnership with Sales, leveraging site-level wins to accelerate logo velocity and expansion across national hospitality brands and management companies.
  • Perform deep organizational mapping to ensure total coverage, engaging both property-level General Managers and regional/corporate-level stakeholders.
• Revenue Ownership (Retention & Expansion):
  
  • Own the net-revenue growth of your portfolio, which includes minimizing contraction, driving user expansion, and enabling feature upsells and hardware refreshes across your existing sites.
• Strategic Value Realization & Book Management:
  
  • Use data to interpret health trends across your book and design customer engagements accordingly.
  • You are responsible for customers deriving maximum value from Relay, ensuring site-level success, site expansion, and, where applicable, progressing corporate partnerships. You embody the brand and build trust in Relay with every customer interaction.
• Cross-Functional Advocacy:
  • Serve as the "Voice of the Customer" internally by relaying property-level feedback and operational friction points to internal teams to ensure a seamless customer experience.
  • Partner with Support and Billing to ensure any escalations have timely resolution.

What You'll Have

• Experience: 3-5 years of experience in Customer Success, Account Management, or Sales. Proven track record of retention, expansion, and lead generation from your book of business.  
• Proven Revenue Ownership: Strong commercial negotiator anchored in driving value and win-win outcomes. You are comfortable owning a revenue number, navigating complex contract negotiations, and connecting product metrics to a customer’s bottom line.
• Self-Starter & Constant Learner: You have an entrepreneurial spirit and aim to deeply understand the varied markets in your command, enabling effective account strategies that lead customers to achieve their goals with Relay.
• Data & Technical Curiosity: Technology is ever-changing; you can iterate and build from an informed perspective, drawing on a deep understanding of customer data and the role AI plays in enabling customer workstreams.
• Strategic Communication: Ability to frame complex risks and opportunities with customers and provide internal advocacy for cross-functional stakeholders. You can navigate disagreement with logic and empathy.
• Technical Aptitude: Curiosity and capability to master a sophisticated hardware+software platform. You must be able to articulate Relay’s technical advantages over legacy radio incumbents.
• Builder Mentality: Ability to thrive and react to changing business needs within a high-growth environment. You are a self-starter who contributes to writing the playbook rather than just following one.

About us: Relay culture, benefits & perks:

First and foremost our culture hinges on you being LIT up in an environment that fosters learning, impact, and teamwork (LIT) where Relayers can do the best work in their lives. We call this 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 and perks mean you'll be able to integrate work into your whole life, focus on health, 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, including a world-class onsite fitness center with instructor led classes + locker room as well as endless outdoor amenities whether tennis, basketball, cycling, or pickleball is your jam
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

The Relay Hybrid Work Model

At Relay, relationships are at the core of everything we do - and this translates to how we approach our customers and our work internally. Relay strives to be long-term relational partners versus transactional vendors to our customers. You will be encouraged to get in front of our customers and/or attend a trade show as a Relayer, regardless of your role. 

Internally, Relayers endeavor to build authentic, caring, and trusted relationships with each other.

With these principles in mind, and because we believe relationships are formed more quickly and deeply in-person, we greatly value the power of collaborating together with our customers on-site at their properties, and with each other in our spectacular and amenity-rich office.

Our relational approach is also at the heart of why we ask all Relayers in our hybrid model to work from the office a minimum of 3 days per week. 

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.

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has historically left the deskless workforce behind, we are closing that gap by transforming analog frontline operations into a data-rich, AI-powered ecosystem.

With a staggering 461% three-year revenue growth rate, Raleigh, NC-based Relay was recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000. 

We aren’t just selling radios; we are building the digital foundation for the 80% of the global workforce that doesn't work at a desk.

Why Join Relay?

• A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500 and a dozen of the Fortune 100.
• High Value, High Impact: With 47% of our revenue coming from $100K+ ARR customers and a 135% Net Revenue Retention (NRR), you will be joining a company rooted in value creation.
• Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, which has seen 500% YoY growth.
• World-Class Leadership: Our already stellar C-suite has been bolstered by leaders to help us scale toward our next major milestones.
• The Relay Culture: Work from our amenity-rich Raleigh campus (fitness center, sports courts) with 100% paid health insurance and a team dedicated to "Best Work In My Life" (BWIML).

If you're passionate about technology, driven to make a difference and align your work to a bigger mission, and excited to join a company that's shaping the future of frontline work, we encourage you to explore opportunities at Relay!

This is a full-time, in-office role based in our Raleigh, NC headquarters, requiring 4 days per week in the company office (Monday - Friday). This role is anticipated to have travel requirements up to 20%.

Role Overview:

The Customer Success Specialist II (Hospitality) is a vital revenue-owner and value-driver within our hospitality sector. The role is a tactical strategist responsible for managing a dedicated Mid-Market book of business, focusing on site-level health, value realization, and retention. Our CSS’s ensure that our customers are leveraging Relay’s core value proposition and latest roadmap applications to drive operational excellence.

In this role, you will master the customer life-cycle for a wide array of use cases. Our specialists independently interprets health metrics, conducts deep discovery to uncover unique business problems Relay can solve, and builds multi-threaded relationships within accounts. The focus is on mid-market site stability, identifying expansion opportunities that fuel our growth while maintaining a "lockdown" defense on retention targets.

Relay is at a transformative inflection point, moving from a product-centric communications business to a platform-centric AI leader for the frontline. As a CSS in Hospitality, you are the practitioner ensuring this vision translates into reality across a variety of hospitality accounts. This role offers the opportunity to develop the customer journey for a portfolio where no two days are the same. You aren't just following a playbook; you are using pattern recognition across different accounts to refine how we position value, making you a key contributor in shaping our customer and whole-product experience.

What You'll Do:

• Revenue Ownership (Retention & Site Expansion): Own the net-revenue growth for your mid-market portfolio. You are responsible for safeguarding retention and identifying site-level expansion opportunities, such as user growth, feature upsells, and proactive hardware refreshes.
• Value Realization & Book Management: Proactively manage accounts across the lifecycle, using data to assess performance and prioritize efforts. You will move beyond status reporting to explain why metrics change, connecting trends to customer behavior and specific industry context to ensure maximum ROI.
• Multi-Threaded Relationship Building: Cultivate intentional stakeholder relationships across departments and functions. You will track professional milestones and organizational news to strengthen rapport and ensure Relay is woven into the customer’s daily operations.
• Outcome-Driven Discovery & Product Credibility: Independently conduct discovery to uncover business problems Relay can solve beyond current usage. Apply in-depth product knowledge to solve site-level challenges. You will frame opportunities in terms of customer outcomes and operational impact, qualifying value with clear context and rationale.
• Cross-Functional Advocacy: Serve as the "Voice of the Customer" internally. Partner with Product, Marketing, and Sales to ensure that general roadmap applications are effectively positioned for our largest industry sector. Partner with Support and Billing to ensure any escalations have timely resolution.
• Operational Excellence: Optimize the use of internal tools and systems to improve account management efficiency. You will identify and resolve process or technical breakdowns that affect customer outcomes, ensuring a seamless journey from initial launch through long-term partnership.

What You'll Have:

• Experience: 3+ years in Customer Success or Account Management, specifically managing a high-volume book of mid-market accounts. A proven track record of retention, expansion, and lead generation is essential.
• Analytical Mindset: Ability to independently interpret health and usage metrics to assess account performance. You don't just see data; you see the story behind it and can recommend the next best action to drive adoption.
• Commercial Acumen: Proven experience owning a revenue expansion and retention number. You are comfortable navigating contract renewals and connecting product features to a customer’s bottom line.
• Strategic Communication: Ability to communicate with structure and intent. You can synthesize complex customer data into clear narratives and navigate difficult conversations with composure and empathy.
• Sector Curiosity: A self-starter who stays engaged with industry trends. You apply self-taught knowledge of the segments you manage to strengthen your account strategies and build credibility in customer partnerships.
• Technical Aptitude: Capability to master a sophisticated hardware + software platform. You can articulate Relay’s technical advantages and help customers navigate the transition from legacy tools to modern AI-enabled technology.
• The "CSS" Mentality: You model strong ownership and adaptability. You are a problem-solver who can restructure your execution strategy based on feedback and pattern recognition to improve site-level outcomes.

About us: Relay culture, benefits & perks:

First and foremost our culture hinges on you being LIT up in an environment that fosters learning, impact, and teamwork (LIT) where Relayers can do the best work in their lives. We call this 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 and perks mean you'll be able to integrate work into your whole life, focus on health, 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, including a world-class onsite fitness center with instructor led classes + locker room as well as endless outdoor amenities whether tennis, basketball, cycling, or pickleball is your jam
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

The Relay Hybrid Work Model

At Relay, relationships are at the core of everything we do - and this translates to how we approach our customers and our work internally. Relay strives to be long-term relational partners versus transactional vendors to our customers. You will be encouraged to get in front of our customers and/or attend a trade show as a Relayer, regardless of your role. 

Internally, Relayers endeavor to build authentic, caring, and trusted relationships with each other.

With these principles in mind, and because we believe relationships are formed more quickly and deeply in-person, we greatly value the power of collaborating together with our customers on-site at their properties, and with each other in our spectacular and amenity-rich office.

Our relational approach is also at the heart of why we ask all Relayers in our hybrid model to work from the office a minimum of 3 days per week. 

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.

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has historically left the deskless workforce behind, we are closing that gap by transforming analog frontline operations into a data-rich, AI-powered ecosystem. We aren’t just selling radios; we are building the digital foundation for the 80% of the global workforce that doesn't work at a desk.

It is an incredibly exciting time to be joining Relay, given we've recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000. 

Why Join Relay?

• A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500 and a dozen of the Fortune 100.
• High Value, High Impact: With 47% of our revenue coming from $100K+ ARR customers and a 135% Net Revenue Retention (NRR), you will be joining a company rooted in value creation.
• Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, which has seen 500% YoY growth.
• World-Class Leadership: Our already stellar C-suite has been bolstered by leaders to help us scale toward our next major milestones.
• The Relay Culture: Work from our amenity-rich Raleigh campus (fitness center, sports courts) with 100% paid health insurance and a team dedicated to "Best Work In My Life" (BWIML).

If you're passionate about technology, driven to make a difference and align your work to a bigger mission, and excited to join a company that's shaping the future of frontline work, we encourage you to explore opportunities at Relay!

Overview

We are seeking our inaugural Senior Manager, Customer Success Onboarding Center of Excellence. This is a foundational leadership role for a proven builder. As we expand beyond our stronghold in Hospitality into Industrial segments (Manufacturing & Logistics environments) and Healthcare, our "bottoms-up" Enterprise Multi-Site motion requires a sophisticated, scalable engine to ensure every new location starts with a "win."

You aren’t stepping in to manage a legacy process; you are being hired to architect the "People, Process, and Technology" required to take a customer from "Closed-Won" to "High-Adoption" across 10+ target markets and defined revenue motions.

By centralizing onboarding, you will create structural leverage for the entire CS organization, allowing our CSRs to focus on account strategy and revenue, while your team ensures that every frontline worker and manager is empowered to use Relay to its full potential.

This role’s mission is to build a world-class onboarding engine that reduces Time to Value (TTV) and drives early, sticky adoption. You will design distinct onboarding journeys that span the spectrum of our business: from high-velocity Mid-Market accounts to complex, large single-site rollouts, to forging corporate relationships with Enterprise logos, creating opportunities to incorporate Relay training into employee onboarding and continued education as we grow in the number of sites/facilities using Relay. You will scale how we train while ensuring credibility & effectiveness across a wide array of industries and revenue segments, while investing in leverage such as e-learning platform management and Enterprise account-based opportunities for training & implementation. This is a high-visibility role reporting directly to the SVP of Customer Success. You will have a seat at the table as we define our GTM strategy during a hyper-growth phase. If you thrive on the challenge of turning "zero into one" and want to build the engine that enables customers to start their Relay journey through the next $100M of Relay’s growth, we want to talk to you.

Primary Responsibilities

Functional Strategy & Team Building (The "Builder" Core)

• Architect the end-to-end onboarding journey for all industry segments (Hospitality, Industrial, Education, etc.) and revenue motions (Mid-Market to Enterprise Multi-Site).
• Recruit, hire, and lead a new team of Onboarding Specialists, fostering a culture of extreme customer-centricity and operational excellence.
• Lead the majority of onboarding responsibilities, migrating away from Core CSRs handling all aspects, which creates clarity for the customer in driving the implementation and onboarding, while setting up the Core CSR for long-term partnership success.  

 Multi-Site Enterprise Leverage

• Identify and forge relationships with Enterprise customer stakeholders to design onboarding and continued education programs for Relay, where we’ve reached notable location growth.  Design leverage in how Relay facilitates site-level onboarding consistency across multiple facilities under an Enterprise customer.

Training & Content Innovation (Relay Academy)

• Manage & continue iterating on the effectiveness and role of our learning management platform (LMS), featuring e-learning videos and resources for customer administrators.
• Equip Onboarding Specialists to master the art of "Training the Trainer," ensuring frontline managers, who are often resource-strained, can effectively champion Relay to their teams.

Process & Technical Optimization

• Define how we map a customer’s unique business needs (safety, workflows, asset tracking) to the Relay software/hardware configuration.
• Design deployment schedules that respect the operational realities of frontline environments while hitting aggressive adoption milestones.

 Metrics & Outcomes

• Establish and own TTV benchmarks by industry and revenue segment.
• Measure and improve the "health" of an account 30/60/90 days post-implementation.
• Optimize the cost-to-serve for onboarding, ensuring headcount is allocated effectively to drive the highest ROI.

Qualifications

• Proven Builder: 7-10+ years in Customer Success, Implementation, or Professional Services, with at least 3 years in a leadership role. You have a track record of building a sub-function from scratch.
• Master of Process & Scale: You think in systems. You can turn a chaotic, manual process into a repeatable, scalable playbook.  You build leverage and invest in technology to enable team efficiencies and drive needed customer outcomes. 
• B2B Enterprise Experience: You understand the "bottoms-up" multi-site motion and know how to navigate the tension between site-level needs and corporate strategy.
• Frontline Empathy: You understand that our customers work in "heads-up" environments (factories, hotels, schools) and you design training that fits into their busy shifts and resonates with them.
• Data-Driven: You know how to use data to identify bottlenecks in the onboarding funnel and pivot quickly.
• Tech Savvy: Familiarity with CRM platforms, various AI applications, LMS tools, and Project Management software to enable repeatability and scaled leverage.

About us: Relay culture, benefits & perks:

Our culture hinges on Relayers getting LIT up in an environment that fosters learning, impact, and teamwork (LIT) where we can *CHASE* the best work in our lives. We call this BWIML (pronounced bee wimmel = Best Work In My Life)!

It's truly amazing what engaged team members can achieve together. Our ever-evolving list of benefits and perks means you'll be able to integrate work into your whole life, focus on health, perform impactful work, grow and learn 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, including a world-class onsite fitness center with instructor-led classes + locker room, as well as endless outdoor amenities, whether tennis, basketball, cycling, or pickleball is your jam
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

Ready to build something great with us? We can't wait to hear from you.

Join Us On-Site in Raleigh!

At Relay, we're building something special, and we believe our relationships with each other and our customers are the foundation of our success. Our hybrid work model is designed to foster these connections, giving you the best of both worlds: the power of in-person collaboration and the flexibility you need.

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has historically left the deskless workforce behind, we are closing that gap by transforming analog frontline operations into a data-rich, AI-powered ecosystem. We aren’t just selling radios; we are building the digital foundation for the 80% of the global workforce that doesn't work at a desk.

It is an incredibly exciting time to be joining Relay, given we've recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000. 

Why Join Relay?

• A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500 and a dozen of the Fortune 100.
• High Value, High Impact: With 47% of our revenue coming from $100K+ ARR customers and a 135% Net Revenue Retention (NRR), you will be joining a company rooted in value creation.
• Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, which has seen 500% YoY growth.
• World-Class Leadership: Our already stellar C-suite has been bolstered by leaders to help us scale toward our next major milestones.
• The Relay Culture: Work from our amenity-rich Raleigh campus (fitness center, sports courts) with 100% paid health insurance and a team dedicated to "Best Work In My Life" (BWIML).

If you're passionate about technology, driven to make a difference and align your work to a bigger mission, and excited to join a company that's shaping the future of frontline work, we encourage you to explore opportunities at Relay!

This is a full-time, in-office role based in our Raleigh, NC headquarters, requiring 5 days per week in the company office (Monday - Friday).  This role is anticipated to have travel requirements up to 30%.

Overview

As the Director, Customer Success - Industrial, you will be the foundational leader responsible for building and scaling our CS function within this new sector. We are looking for a high-leverage "builder" who can operate at both strategic and tactical levels to refine our Go-To-Market maturity across various Industrial segments (logistics, manufacturing, etc.). You will directly lead, hire, and develop a high-performance team to manage a diverse book of business, ranging from Mid-Market to Enterprise Multi-Site accounts. Your mission is to move beyond retention and design intentional customer journeys that drive measurable value realization and fuel our ambitious revenue growth on target accounts.

In this role, you will be a critical partner to our Sales organization, specifically by strengthening our Account-Based Sales motions. You will own the strategy for "farming" existing accounts, identifying expansion opportunities, and ensuring site-level success translates into broader enterprise-wide adoption. We need a reliable people leader with an entrepreneurial spirit who is experienced building a new sector and turning it into a scalable, data-driven operation. If you are a commercial negotiator who thrives on ownership and has a proven track record of leading teams through complex industrial hardware and software lifecycles, you will play a central role in accelerating Relay’s market disruption.

Why this role? 

As the Director of Customer Success for our Industrial sector, you are the foundational architect of a new sector. This isn't just portfolio management; it’s a high-leverage opportunity to build a sub-function from scratch, hire your own team, and design the playbooks that turn site-level wins into massive enterprise expansions across target segments.

We need a "get-it-done" leader who thrives in the gap between high-level strategy and execution. You will have the autonomy to define the customer journeys for entirely new segments while directly influencing Relay’s revenue trajectory. If you are an entrepreneurial leader with deep Industrial roots and a hunger to scale a business in a high-growth startup environment, this is your seat at the table.

Primary Responsibilities

• Team Leadership: Hire and develop a high-performance team of CS Managers and Specialists. You will be responsible for setting the standard for excellence within the Industrial sector and coaching your team to navigate complex, multi-site accounts and single-site accounts of varying scale and diverse books of business.
• Playbook Development: Design and iterate on scalable customer lifecycle playbooks. You will define the journey from post-onboarding through renewal, ensuring clear revenue ownership and a sharp focus on upsell opportunities within the Industrial segment.
• Sector Mastery: Build deep command of our Industrial segments to nurture executive-level relationships. You will ensure your team maintains high customer satisfaction by translating Relay’s value proposition into the specific operational language of our customers.
• Performance Management: Own the delivery of team OKRs and revenue targets. You will lead regular performance reviews, identify skill gaps, and implement enablement programs (such as SPIN selling) to ensure the team operates at a high level of commercial proficiency.
• Strategic Account Mapping: Partner with Sales to execute Account-Based strategies. You will influence segmentation and resourcing to ensure we are effectively "farming" parent accounts and unlocking lead generation for new site acquisitions alongside standard retention & existing site upsell efforts.
• Revenue Intelligence: Deeply analyze leading indicators for contraction, adoption hurdles, and expansion objections. Use these insights to sharpen the customer journey and proactively mitigate churn risk within respective segments.
• GTM Collaboration: You represent our Industrial customers for Product, Marketing, and Sales. You will provide the "on-the-ground" feedback loop necessary to refine our initial upsell testing and positioning for the broader Industrial Go-To-Market strategy.
• Operational Leverage: Influence the evolution of the CS tech stack. Ensure your team has the data and tools required to manage site-level adoption while maintaining visibility into parent-level account health.
• Executive Advocacy: Serve as a strategic advisor to key stakeholders within our largest accounts. You will manage high-level escalations and foster long-term partnerships that solidify Relay as a mission-critical component of their operations.

Required Qualifications

• Proven Builder: You have a track record of taking a sector from "early-stage chaos" to a mature, operating GTM motion. You can transition seamlessly between high-level strategy and getting into the weeds to solve tactical hurdles.
• Sector Expertise: 10+ years of experience in Customer Success, Account Management, or Sales, with at least 5 years in leadership managing both individual contributors and managers. Direct experience in Industrial or complex B2B SaaS environments is essential.
• High-Leverage People Leader: You don't just "manage" people; you develop them. You have a proven ability to hire top talent, set high performance standards, and build a culture of trust and accountability in high-growth environments.
• Revenue Ownership: You are a commercial leader who is comfortable owning a number. You have a background in complex negotiations and a history of driving expansion and retention results through strategic account planning.
• Entrepreneurial Spirit: You are a self-starter with a deep curiosity for the market. You don't wait for a playbook to be handed to you; you write it based on customer data and industry trends.
• Technical & Analytical Proficiency: You possess the curiosity to master a hardware+software product. You are data-driven and can leverage technology (including AI and CS platforms) to create operational leverage for your team.
• Strategic Communicator: You are an "over-communicator" by nature. You can manage up to executives, down to your team, and cross-functionally with Sales and Product to ensure total alignment on the Industrial strategy.

Operational Acumen: Deep understanding of B2B SaaS revenue motions, specifically the nuances of subscription and hardware lifecycles, contract management, and site-level vs. enterprise-level success.

About us: Relay culture, benefits & perks:

Our culture hinges on Relayers getting LIT up in an environment that fosters learning, impact, and teamwork (LIT) where we can *CHASE* the best work in our lives. We call this BWIML (pronounced bee wimmel = Best Work In My Life)!

It's truly amazing what engaged team members can achieve together. Our ever-evolving list of benefits and perks means you'll be able to integrate work into your whole life, focus on health, perform impactful work, grow and learn 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, including a world-class onsite fitness center with instructor-led classes + locker room, as well as endless outdoor amenities, whether tennis, basketball, cycling, or pickleball is your jam
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

Ready to build something great with us? We can't wait to hear from you.

Join Us On-Site in Raleigh!

At Relay, we're building something special, and we believe our relationships with each other and our customers are the foundation of our success. Our hybrid work model is designed to foster these connections, giving you the best of both worlds: the power of in-person collaboration and the flexibility you need.

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has historically left the deskless workforce behind, we are closing that gap by transforming analog frontline operations into a data-rich, AI-powered ecosystem. We aren’t just selling radios; we are building the digital foundation for the 80% of the global workforce that doesn't work at a desk.

It is an incredibly exciting time to be joining Relay, given we've recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000. 

Why Join Relay?

• A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500 and a dozen of the Fortune 100.
• High Value, High Impact: With 47% of our revenue coming from $100K+ ARR customers and a 135% Net Revenue Retention (NRR), you will be joining a company rooted in value creation.
• Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, which has seen 500% YoY growth.
• World-Class Leadership: Our already stellar C-suite has been bolstered by leaders to help us scale toward our next major milestones.
• The Relay Culture: Work from our amenity-rich Raleigh campus (fitness center, sports courts) with 100% paid health insurance and a team dedicated to "Best Work In My Life" (BWIML).

If you're passionate about technology, driven to make a difference and align your work to a bigger mission, and excited to join a company that's shaping the future of frontline work, we encourage you to explore opportunities at Relay!

This is a full-time, in-office role based in our Raleigh, NC headquarters, requiring 4 days per week in the company office (Monday - Friday).  This role is anticipated to have travel requirements up to 20%. 

Role Overview:

At Relay, our Customer Success Managers (Industrial) are a critical revenue-owner and strategic partner within our rapidly evolving Industrial sector. This role serves as a customer strategist tasked with managing a growing portfolio of Mid-Market and Enterprise Multi-Site accounts. Reporting directly to the Director of Industrial Customer Success, you will focus on value realization, account-based expansion, driving site level success that unlocks growth within an Enterprise.

This team goes beyond maintaining current states; they drive significant value from existing sites, map complex customer organizations to 'farm' accounts, and develop multi-threaded relationships from frontline teams to corporate offices, and identify expansion opportunities that fuel our growth targets. You will own the post-onboarding journey, ensuring every industrial customer utilizes Relay in driving operational leverage in their businesses.

Relay is at a transformative inflection point, moving from a product-centric communications business to a platform-centric AI leader for the industrial frontline. As a CSM in our Industrial sector, you are at the tip of the spear for this evolution. You will have the opportunity to define "what good looks like" in sectors like steel recycling, automotive manufacturing, and logistics. This role offers high visibility, a direct path to influencing our GTM strategy, and the chance to own a significant piece of our steep growth trajectory.

What you will do:

• Revenue Ownership (Retention & Expansion): Own the net-revenue growth of your portfolio. You are responsible for minimizing contraction, driving user expansion, feature upsells, and hardware refreshes within your existing sites.
• Strategic Account Mapping & Multi-threading: Identify and build champions across departments, sites, and corporate functions. You will perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers.
• Account-Based Motion Partnership: Partner closely with Sales counterparts to execute a "Bottoms-Up, Tops-Down" strategy. Use your site-level successes to expand corporate-level partnerships that accelerate logo velocity across regional and national footprints.
• Strategic Value Realization & Book Management:  Use data to interpret health trends across your book and design customer engagements accordingly.  You are responsible for customers deriving maximum value from Relay ensuring site level success while progressing corporate partnerships. You embody the brand and build trust in Relay with every customer interaction you lead.
• Cross-Functional Advocacy: Serve as the "Voice of the Industrial Customer" internally. Partner with Product, Marketing and Sales as we refine our product offerings for the industrial frontline, including implementation of new hardware, deploying new features, and leading initial upsell motions within your book of business. Partner with Support and Billing, ensuring any escalations have timely resolution for your customers.

What You'll Have

• Experience: 5+ years of experience in Customer Success, Account Management, or Sales. Proven track record of managing complex, multi-site B2B accounts with account-based motion growth, preferably within the Industrial, Manufacturing, or Logistics sectors.
• Proven Revenue Ownership: Strong commercial negotiator anchored in driving value and win:win outcomes with customers. You are comfortable owning a revenue number, navigating complex contract negotiations, and connecting product metrics to a customer’s bottom line.
• Self-Starter & Constant Learner: You have an entrepreneurial spirit, and aim to deeply understand the market and customers in your command enabling more effective account strategies and leading customers to achieve their goals with Relay.
• Data & Technical Curiosity: Technology is ever changing and this leader can iterate and build from an informed point of view both in deep understanding of customer data as well as the role AI and technology continue to play in enabling your customers and your own workstreams.
• Strategic Communication: Ability to frame complex risks and opportunities with customers and internal advocacy for cross-functional stakeholders. You can navigate disagreement with logic and empathy to keep stakeholders focused on outcomes.
• Technical Aptitude: Curiosity and capability to master a sophisticated hardware+software platform. You must be able to articulate Relay’s technical advantages over legacy radio incumbents and modern competitors.
• Builder Mentality: Ability to thrive and react to changing business needs within a high-growth environment. You are a self-starter who contributes to writing the playbook rather than just following one.

About us: Relay culture, benefits & perks:

First and foremost our culture hinges on you being LIT up in an environment that fosters learning, impact, and teamwork (LIT) where Relayers can do the best work in their lives. We call this 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 and perks mean you'll be able to integrate work into your whole life, focus on health, 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, including a world-class onsite fitness center with instructor led classes + locker room as well as endless outdoor amenities whether tennis, basketball, cycling, or pickleball is your jam
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

The Relay Hybrid Work Model

At Relay, relationships are at the core of everything we do - and this translates to how we approach our customers and our work internally. Relay strives to be long-term relational partners versus transactional vendors to our customers. You will be encouraged to get in front of our customers and/or attend a trade show as a Relayer, regardless of your role. 

Internally, Relayers endeavor to build authentic, caring, and trusted relationships with each other.

With these principles in mind, and because we believe relationships are formed more quickly and deeply in-person, we greatly value the power of collaborating together with our customers on-site at their properties, and with each other in our spectacular and amenity-rich office.

Our relational approach is also at the heart of why we ask all Relayers in our hybrid model to work from the office a minimum of 3 days per week. 

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.