Customer Success Manager II - Industrial Markets

Responsibilities

• 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.
• Strategic Account Mapping & Multi-threading: I dentify and build champions across departments, sites, and corporate functions. You will perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers.
• 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.
• What You'll Have
• Experience: 5+ years of experience in Customer Success, Account Management, or Sales. Proven track record

Benefits

Additional Information

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has historically 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 are building the digital foundation for the 80% of the global workforce that doesn't work at a desk. It is an incredibly exciting time to be joining Relay, given we've recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000. Why Join Relay? A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500 and a dozen of the Fortune 100. High Value, High Impact: With 47% of our revenue coming from $100K+ ARR customers and a 135% Net Revenue Retention (NRR), you will be joining a company rooted in value creation. Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, which has seen 500% YoY growth. World-Class Leadership: Our already stellar C-suite has been bolstered by leaders to help us scale toward our next major milestones. The Relay Culture: Work from our amenity-rich Raleigh campus (fitness center, sports courts) with 100% paid health insurance and a team dedicated to "Best Work In My Life" (BWIML). If you're passionate about technology, driven to make a difference and align your work to a bigger mission, and excited to join a company that's shaping the future of frontline work, we encourage you to explore opportunities at Relay! This is a full-time, in-office 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%. Role Overview: At Relay, our Customer Success Managers (Industrial) are a critical revenue-owner and strategic partner within our rapidly evolving Industrial sector. 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; they drive significant value from existing sites, map complex customer organizations to 'farm' accounts, and develop multi-threaded relationships from frontline teams to corporate offices, and identify expansion opportunities that fuel our growth targets. You will own the post-onboarding journey, ensuring every industrial customer utilizes Relay in driving operational leverage in their businesses. Relay is at a transformative inflection point, moving from a product-centric communications business to a platform-centric AI leader for the industrial frontline. As a CSM in our Industrial sector, you are at the tip of the spear for this evolution. You will have the opportunity to define "what good looks like" in sectors like steel recycling, automotive manufacturing, and logistics. This role offers high visibility, a direct path to influencing our GTM strategy, and the chance to own a significant piece of our steep growth trajectory.

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