Relaypro

Senior Manager, Customer Success

Raleigh, NC · Senior

Sponsorship not specifiedDetected 1 day ago

Stakeholder ManagementCRMAccount ManagementPerformance ManagementCustomer SuccessLeadershipCommunicationProblem SolvingMentoring

About the role

As a Senior Manager of Customer Success, you are a highly active GTM leader accountable for the performance and health of your segment through your team's execution.
This is not a coordination or liaison role.
You are expected to shape outcomes, while managing high confidence execution in your team's books of business.

Be an active partner and coach on the most consequential accounts and moments.
Work closely with CSRs on complex account strategies, guiding execution and building capability without absorbing accounts yourself. Know when to guide, delegate, inspect, or step in.
Own your segment's retention and expansion outcomes. Drive proactive, intentional customer journeys rather than reactive account management. Ensure value is demonstrated continuously, not only at renewal.
Maintain and sharpen how onboarding, adoption, expansion, and renewal function across the segment. Identify where value accelerates, stalls, or breaks, and act on it.
I dentify recurring patterns across accounts to determine what is structurally driving performance. Distinguish systemic issues from isolated account-level challenges and own the resolution across functions rather than routing problems elsewhere.
Serve as the authoritative signal from your segment to leadership, Sales, Product, and GTM partners. Frame problems, options, and recommended actions with clarity for senior stakeholders.
Lead and develop a team of 7 to 10 CSMs with strong judgment, accountability, and autonomy. Hold a high performance bar with candor, giving consistent developmental feedback and calibrating talent accurately.

8+ years of experience in Account Management, Customer Success, or Sales roles within a SaaS or hardware/software company, with a track record of growing and deepening enterprise partnerships over time.
Proven experience managing high-touch, multi-site, or enterprise customer portfolios with complex, multi-stakeholder buying centers.
Track record of holding a high performance bar with candor, including accurate talent calibration and managing performance directly.
Ability to operate effectively in ambiguity, actively collecting context you need to iterate without relying on fully detailed playbooks or SOPs handed to you.
Excellent communication skills, with the ability to translate complex segment dynamics into clear, structured signal for executive leadership.
Leadership receives clear, trusted signal on what is happening in the segment and what actions are required, with confidence in your ownership to drive against those actions.

The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, with 500% YoY growth.

Relay is the Intelligent System of Action for the physical economy.
While the digital revolution has often 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're building the digital foundation for the 80% of the global workforce that doesn't work at a desk.
Why Join Relay?
Join a hyper-growth company trusted by over 10% of the Fortune 500, continuing to move upmarket with massive impact.
With 47% of our revenue from $100K+ ARR customers and 135% Net Revenue Retention (NRR), you'll be joining a company rooted in value creation.
We're dedicated to helping you do the best work of your life (BWIML), investing in your growth through L.I.T., living our CHASE values, and learning from incredibly talented, supportive teammates who make the work (and the wins) better every day.
Now, here's what we're building, and where you come in.
Customer Success is a primary lever for Relay's growth and long-term customer value.
This role sits at the center of that motion.
You will not only drive segment performance, but directly influence how Relay wins with its customers.
Your insights will inform GTM strategy, refine the playbooks that scale across the business, and drive high impact in near-term and long-term outcomes.

This listing is sourced directly from Relaypro's careers page and normalized into a canonical job model.