Senior Manager, Customer Success

Relay, a Raleigh-based tech startup, is quickly growing as a product solution for enterprise customers. We have ambitious goals to rapidly develop our product, expand our customer base, and be a market leader as a software based communication solution for the active workforce.  

Frontline workers are the lifeblood of our economy and we're building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights. 

Here at Relay, we've designed, built, and launched an entirely new product category – a simple, rugged, internet-enabled smart-device and all the software that runs it – and we’re disrupting the handheld radio industry for B2B clients and frontline workers across multiple industries and verticals.

We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities and are expanding our Customer Success team within Operations to support this growth.

We are currently seeking a Senior Manager for our Customer Success Team who will thrive in a dynamic start-up environment who will thrive in leading in a CS team in an environment where new customer and market learnings drive iterations often in how we support, retain, and grow customers. 

This role will be based in our North Hills, Raleigh, North Carolina HQ and we work in a hybrid model with 3 days in the office, 2 days remote, and will involve approximately 20% travel.

Do you want to help mold and improve the customer experience from onboarding to renewals while building out a new mission focused on expansion and growth? Join us and you can help create the playbook while delivering results directly with customers. 

Learn more about Relay here!

What you'll do and the impact you will have:

• Ensure that customer success team members meets or exceeds their individual and team targets for customer satisfaction and retention in alignment with business objectives and KPIs
• Conduct regular performance reviews and provide coaching, feedback, and mentoring to the team to help them grow and develop
• Iterate scalable customer life cycle milestone playbooks from post-sale, onboarding, through annual renewal that effectively train & nurture customer relationships ensuring retention of knowledge across varying levels of users and high customer account satisfaction with primary decision makers
• Deeply understand trending indicators for churn and lead initiatives through the organization to mitigate churn, failure to onboard, and sharpen company strategy for new and emerging markets.
• Collaboratively partner with sales, marketing, and product teams to support large customer acquisition initiatives and opportunities for upsell/cross-sell 
• Develop and maintain relationships with key customers, including ownership of escalations
• Embody a growth mindset and stay curious in deepening an understanding of various industry trends within our customer base
• Proactively identify, create, and improve processes and supporting documentation, inclusive but not limited to new hire onboarding, ongoing product updates, iterating on customer journeys and overall resource building for the team’s ongoing development
• Serve as the subject matter expert on Relay product line including device hardware, accessories, Relay App, Dash (dashboard), and service/connectivity options, helping the team position or adjust in less proven product market fit industries.
• Work cross-functionally to triage and serve as the voice of the customer in balancing emerging markets that will require longer R&D cycles/product roadmap commitments
• Proactively refine tactics for revenue retention and revenue expansion targets based on data trends, direct team feedback and market trends.
• Create clear visibility to deal pipeline, key expansion accounts, and inform iteration to customer strategies for Emerging markets.
• Collaborate on forecasting efforts, ensuring that tactical adjustments are made based on qualitative and quantitative learnings.

Required Qualifications and what you bring to the role:

• Bachelor’s Degree in Business or a related field is preferred
• 5+ years experience in a Customer Success Manager role and/or Account Management in a B2B/B2C environment
• 3+ years experience in a people leadership role
• An A-player and high-achiever who is passionate about customer success and hungry to excel
• Strong critical thinking skills and ability to work proactively
• Deeply analytical: can use data to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
• Identifies gaps, provides solutions, and can drive on implementing the solutions proactively
• Can drive on multiple initiatives at the same time and comfortable with task switching 
• Self driven work ethic and strong organizational skills
• Proven track record of successfully building and supporting relationships with all levels of seniority
• Excellent communication and interpersonal skills with the ability to build strong relationships with customers and internal stakeholders.
• Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business with key stakeholders and leaders
• Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
• Ability to thrive and react to changing business needs within a startup environment
• Ability to travel 20%-30% within North and Latin America 

About us: company, culture & perks:

We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (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