Director, Customer Success

Relay, a high growth Raleigh, NC- based tech startup, is looking to change the way we communicate. We’re on a mission that matters, and we're hiring for a Director, Customer Success, who will thrive in a dynamic high-growth start-up environment. 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 and we're disrupting the handheld radio industry.

What is Relay? A platform that includes a simple, rugged, internet-enabled smart-device, and all the software that runs with it, 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. We are expanding our Customer Success team to support this growth!

This role will be based in our Raleigh, North Carolina HQ. As a member of our leadership and management team, you will work in person out of our Raleigh HQ full time 5x week.

You can expect ~20% travel for this role. 

We are seeking a highly motivated Director, Customer Success within our Customer Success organization to lead the retention and scale strategies for a key vertical within the Relay customer base. This vertical already has strong product market fit, and the ideal candidate will be instrumental in forging industry relationships, supporting a growing portion of the organization and leading a high performing team of customer success professionals and leaders in their consistency to deliver scaled and effective customer journey life cycles, securing high and predictable customer & revenue retention.

Responsibilities:

• Primary ownership of customer retention and referenceability/NPS of key verticals
• Forge industry relationships and drive strategy with direct customers and strategic franchise/brand partnerships to achieve established business outcomes
• Lead a team of leaders, ensuring support and strategic alignment organizationally
• Build a high performing team and support professional development through leadership direct reports and individual contributors
• Ensure that team members meet or exceed 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 and managers 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 collaborate with Go-To Market team influencing future customer acquisition
• Build operational leverage into the CS org through use of process & systems
• 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 stakeholders within our larger customers' organizations, including ownership of escalations
• Embody a growth mindset and stay up-to-date with industry trends and best practices to ensure that the team is delivering a world-class customer success experience

Requirements

• Proven leadership track record of driving customer success, retention, and revenue growth in a scaling b2b SaaS tech startup environment
• Experience managing a variety of customer segments with different journeys
• Demonstrated leadership abilities to manage and develop high performing teams
• Bachelor’s Degree in Business or a related field is preferred
• 7+ years experience in a Customer Success Manager role and/or Account Management in a B2B/B2C environment
• 5+ 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
• Ability to handle ambiguous or challenging situations and adapt to business needs within a startup environment 
• Deeply analytical: can use data to help structure the team’s thinking, test hypotheses, 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 strategy
• Ability to travel 20%-30% of the time within North and Latin America

Preferred Qualifications:

• Experience supporting both hardware and software solutions
• Experience in leading a team of leaders and influencing CS strategy
• Bachelor's degree in Business Administration, or a related field
• Experience working at a Series B or C startup
• SME in the Hospitality industry/vertical

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
• Annual credit towards items that promote productivity and/or wellness. This includes smartphones, fitness trackers, gym/fitness memberships, workout equipment and more.
• 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. People Leaders are in the office 5x 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.