Enterprise Customer Success Manager

About the role

You navigate frontline technology gaps, proving Relay is a vital ecosystem rather than a radio replacement. You operate as the central nervous system for our largest enterprise accounts, ensuring they unlock the full power of our platform beyond basic connectivity. The position operates hybrid in Raleigh, NC, with three in-office days and travel potential up to 40 percent. You will own the narrative of success from initial deployment through long-term expansion, translating complex stakeholder needs into clear, actionable strategies. This role demands a balance of empathetic support and strategic foresight to drive adoption and retention. You will be the primary advocate for the customer within the Relay organization, ensuring their voice shapes our product and go-to-market direction. Your success is defined by the sustained value and outcomes you generate for multi-site enterprises.

Key facts

What you'll do

Execute end-to-end site deployments for named enterprise accounts, owning time-to-value and clearing technical, behavioral, and change-management hurdles to manufacture successful outcomes.

Map the broad enterprise stakeholder landscape from line supervisors to regional leadership to craft long-term account scaling strategies.

Leverage early 1-to-2 location wins to build credibility, drive bottom-up growth, and open access across the organization.

Translate frontline realities into product and GTM insights, partnering with Tech Support, Product & Solutions Engineering, Sales, and Marketing to align roadmap and case studies.

Define proactive field presence by jumping on short-notice site visits and week-long immersions to lead pilots and secure large-scale decisions.

Lead lifecycle management of headpin sites post-conversion, ensuring high-utilization references and a seamless handoff to scale teams.

Champion data-driven adoption by interpreting usage signals and intervening early to prevent churn and identify expansion opportunities.

Architect tailored success plans that align Relay's capabilities with the specific operational and strategic goals of each enterprise account.

Collaborate with Sales to identify and qualify expansion opportunities, ensuring a smooth transition from transactional to relational account dynamics.

Act as the central hub for cross-functional issue resolution, escalating complex matters and driving them to timely, satisfactory conclusions.

Requirements

Bring 5+ years in Customer Success, Account Management, or Sales managing complex B2B multi-site accounts through a bottoms-up, tops-down motion.

Operate as a self-starter who rapidly self-taught using AI to master new industry nuances and thrive in ambiguous playbook-less scenarios.

Adapt tactics and communication styles across stakeholders from production workers to C-suite executives.

Master a sophisticated hardware-plus-software platform and articulate Relay's advantages over legacy solutions in safety, connectivity, and use-case enablement.

Frame complex risks and opportunities with logic and empathy while gathering discovery intel that sets the entire organization up for success.

Contribute to writing the playbook rather than only following it, driven by winning big goals and cross-functional team success.

Accept travel up to 40 percent and be ready to deploy where the work happens.

Possess a Bachelor's degree as a non-negotiable standard for professional credibility and strategic thinking.

Demonstrate a proven track record of owning P&L implications through retention, expansion, and usage growth metrics.

Exhibit resilience and discipline in managing multiple, concurrent priorities in a fast-paced, matrixed environment.

Practical notes

This hybrid role is based in Raleigh, requiring three in-office days and allowing up to 40 percent travel. Typical interview steps include a support scenario, a communication exercise, and behavioral questions. Candidates may be asked to handle an upset customer or plan an onboarding call, with some loops testing product knowledge. Empathy and clear writing are the core skills, and interviewers often ask how you would bring an unhappy account back on track, requiring an answer structured around listening, a plan, and follow-up.

Good to know

The platform captures billions of data points weekly and highlights AI tools such as TeamTranslate. Success in this role depends on field empathy, cross-functional collaboration, and the ability to convert site-level wins into enterprise decisions.

Questions to ask

Useful questions for the interview include what a typical week looks like, how work is assigned, what tools the team uses, and how feedback works. Asking how the role has changed recently and what the team wishes it had known when joining is also reasonable. Questions about the manager's priorities are especially valued.

Career growth

Customer success careers grow from specialist to manager and director levels. Some people move toward account management or solutions engineering. Deep product knowledge and cross-functional work with support, sales, and product teams become key at senior levels. Success careers reward product depth and relationship skills equally. Many leaders in this function started in support or account management.