Customer Success Manager II

About the role

The owns the strategic direction and day-to-day success of a focused portfolio of industrial customers, ensuring they achieve measurable value from the Relay platform. This role requires acting as a trusted advisor to frontline operations leaders, interpreting complex site-level data into actionable strategies that drive retention and expansion. You will be responsible for owning the post-onboarding journey, translating Relay's AI capabilities into tangible operational leverage for each account. The position demands close collaboration with internal stakeholders to align product adoption with customer growth targets and long-term strategic goals. You will identify and cultivate executive and grassroots champions to reinforce platform usage and advocate for Relay within customer organizations. This role is accountable for driving user expansion, feature adoption, and hardware refresh cycles to maximize net revenue retention from your book of business. You will define what success looks like for key accounts, shaping industry-specific playbooks that position Relay as an indispensable platform for industrial operations.

Key facts

What you'll do

• Conduct comprehensive business reviews to interpret usage data, identify friction points, and surface new opportunities for expansion within existing multi-site accounts.
• Develop and maintain detailed organizational maps for each key account, documenting stakeholders, decision-making processes, and cross-departmental dependencies.
• Partner with Sales teams to execute a bottoms-up, tops-down motion strategy that leverages site-level wins to secure corporate-level agreements and accelerate deployment.
• Own the end-to-end retention and expansion roadmap for your portfolio, setting measurable targets for user growth, feature adoption, and contract renewal outcomes.
• Utilize Relay's AI tools and data insights to forecast health trends, prioritize interventions, and proactively address risks before they impact customer operations.
• Define and own the strategic narrative for Relay in target industry verticals such as steel recycling, automotive manufacturing, and logistics.
• Lead complex, multi-threaded conversations that align frontline operators with executive leadership to ensure platform goals are met across all sites.
• Collaborate with product and engineering teams to translate customer feedback into prioritized enhancements that drive broader platform adoption.
• Design and facilitate quarterly business reviews that clearly demonstrate ROI, operational leverage, and progress against customer success metrics.
• Identify and mitigate churn risks early by monitoring engagement patterns, support interactions, and organizational changes within key accounts.
• Own the end-to-end expansion process, from opportunity identification through solution design, stakeholder alignment, and contract execution.
• Act as the primary internal advocate for customer needs, ensuring product development and go-to-market strategies reflect real-world operational realities.
• Drive the adoption of Relay's hardware ecosystem to complement software capabilities and reinforce long-term value realization.
• Establish and maintain strong relationships with site-level leaders to ensure Relay remains central to their operational transformation journeys.
• Coordinate cross-functional support with implementation, training, and technical teams to ensure seamless customer experiences.
• Document and share best practices across the industrial customer base to accelerate adoption and showcase success internally and externally.

Requirements

• Bachelor's degree or equivalent practical experience is required.
• Minimum of five years of progressive experience in customer success, account management, or a related field within enterprise software or technology environments.
• Demonstrated history of managing complex, multi-site customer relationships in a B2B SaaS or hardware-enabled software context.
• Proven ability to interpret data and translate insights into strategic account plans that drive retention and growth.
• Strong experience working with C-level and operational leaders in industrial or manufacturing environments is mandatory.
• Exceptional communication and influencing skills, with the ability to articulate complex platform value to diverse stakeholders.
• Self-motivated mindset capable of managing multiple priorities, owning ambiguous challenges, and driving results in a fast-paced growth environment.
• Comfortable working independently and collaboratively across distributed teams, with a strong sense of ownership for customer outcomes.
• Willingness to travel up to 20% within the assigned region to support customer engagements and strategic initiatives.
• Must be legally authorized to work in the United States without sponsorship requirements for this position.

Practical notes

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%.