Customer Success Manager I

About the role

The hire owns the strategic management of an expanding portfolio of Enterprise Multi-Site accounts within the Hospitality sector. They drive significant value realization and account-based expansion from frontline teams to corporate offices. This role is a key revenue-generating and strategic partnership position focused on ensuring customers leverage Relay's platform for operational excellence. The hire will execute a bottoms-up, tops-down strategy in partnership with Sales to accelerate logo velocity. They will define "what excellence looks like" at scale for major hotel brands and management companies. The role involves owning net-revenue growth by minimizing contraction and driving user expansion and feature upsells.

Key facts

What you'll do

• Execute a bottoms-up, tops-down account-based selling strategy in partnership with Sales 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 or corporate-level stakeholders.
• Own the net-revenue growth of your portfolio by minimizing contraction, driving user expansion, and enabling feature upsells and hardware refreshes across existing sites.
• Use data to interpret health trends across your book of business and design targeted customer engagements accordingly.
• Ensure customers derive maximum value from Relay, guaranteeing site-level success, site expansion, and progressing corporate partnerships where applicable.
• Serve as the internal "Voice of the Customer" by relaying property-level feedback and operational friction points to internal teams for a seamless customer experience.
• Partner with Support and Billing to ensure any escalations receive timely resolution and consistent follow-through.
• Demonstrate technical aptitude by mastering a sophisticated hardware-plus-software platform and articulating Relay's advantages over legacy radio incumbents.
• Exhibit a builder mentality by thriving in a high-growth environment and contributing to writing the playbook rather than only following it.
• Frame complex risks and opportunities with customers using strategic communication and provide internal advocacy for cross-functional stakeholders.
• Navigate disagreement with logic and empathy while maintaining a high level of trust in every customer interaction.
• Leverage data and AI insights to stay informed on customer data and the role of AI in enabling customer workstreams.
• Maintain a constant learner mindset to deeply understand the varied markets under your command and develop effective account strategies.
• Act as a customer strategist responsible for managing an expanding portfolio and driving value from existing sites.
• Ensure site-level adoption and success to promote growth within broader Enterprise contexts and support the company's upmarket movement.

Requirements

• Possess 3-5 years of experience in Customer Success, Account Management, or Sales with a proven track record of retention, expansion, and lead generation from your book of business.
• Demonstrate strong commercial negotiation skills anchored in driving value and win-win outcomes.
• Be comfortable owning a revenue number and navigating complex contract negotiations while connecting product metrics to a customer's bottom line.
• Have an entrepreneurial spirit and self-starter mindset aimed at deeply understanding the varied markets in your command.
• Show data and technical curiosity with the ability to iterate and build from an informed perspective on customer data and AI's role in workflows.
• Exhibit strategic communication abilities to frame complex risks and opportunities for customers and advocate internally for cross-functional stakeholders.
• Display technical aptitude and curiosity to master a sophisticated hardware+software platform over legacy radio systems.
• Embrace a builder mentality to thrive and react to changing business needs within a high-growth environment.

Practical notes

• Hybrid role based in Raleigh, NC headquarters, requiring 3 days per week in the company office (Monday/Wednesday/Friday).
• Travel requirements up to 20%.
• 100% Paid Insurance: Health, Dental, Vision, Long/Short Term Disability, and Life Insurance for you and your dependents.
• Generous Paid Time Off.
• 401(k) Savings Plan + Company Match.
• Baby Cash Reward + Paid Parental Leave.
• Wellness Perks: Access to a world-class onsite fitness center with instructor-led classes, plus tennis, basketball, pickleball, and cycling at the Raleigh HQ.
• Team Events & Culture: Company celebrations and team outings.
• Latest tech, standing desks, and all necessary tools and software.
• Relay is building the Intelligent System of Action for the physical economy and transforming analog frontline operations into a data-rich, AI-powered ecosystem.
• The Relay Hybrid Work Model requires all Relayers to work from the office a minimum of 3 days per week to build deeply rooted relationships.
• 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 to continue working for Relay.
• AI tools may be used to transcribe and summarize interviews for internal hiring purposes; candidates may opt out without impact to candidacy.