Relaypro

Customer Success Manager II - Industrial Markets

Raleigh, NC · Mid

No sponsorshipDetected 1 day ago

ReactAccount ManagementLogisticsCustomer SuccessLeadershipCommunication

About the role

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

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.
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.
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.
Come build it with us.
Relay strives to be long-term relational partners versus transactional vendors to our customers.
Internally, Relayers endeavor to build authentic, caring, and trusted relationships with each other.

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.
You can navigate disagreement with logic and empathy to keep stakeholders focused on outcomes.
You must be able to articulate Relay's technical advantages over legacy radio incumbents and modern competitors.
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.
You are comfortable owning a revenue number, navigating complex contract negotiations, and connecting product metrics to a customer's bottom line.
Builder Mentality: Ability to thrive and react to changing business needs within a high-growth environment.
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.

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

Use data to interpret health trends across your book and design customer engagements accordingly.
If you're joining our Raleigh-based HQ, you'll have access to a world-class onsite fitness center with instructor-led classes, plus tennis, basketball, pickleball, and cycling

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.
This is a hybrid role based in our Raleigh, NC headquarters, requiring 3 days per week in the company office (Monday/Wednesday/Friday).
This role is anticipated to have travel requirements up to 20%.
Strong commercial negotiator anchored in driving value and win:win outcomes with customers.
Latest tech, standing desks, and all the tools and software you need to thrive
Partner with Support and Billing, ensuring any escalations have timely resolution for your customers.

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