Customer Success Manager I - Industrial

Responsibilities

• Revenue Ownership (Retention & Expansion): Own the net-revenue growth of your portfolio, which includes minimizing contraction, driving user expansion, and enabling feature upsells and hardware refreshes across your existing sites
• What You'll

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. With a staggering 461% three-year revenue growth rate , Raleigh, NC-based Relay was recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000 . 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. 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 hybrid 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 Manager I (Industrial) is 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 Multi-Site accounts across industrial verticals such as food manufacturing, steel recycling, and automotive manufacturing & tier 1 suppliers. You will focus on value realization, account-based expansion, and driving site-level success that unlocks growth within key customer accounts. This team goes beyond maintaining current states; they drive significant value from existing sites, map complex customer organizations, and develop multi-threaded relationships from frontline teams to corporate offices - identifying expansion opportunities that fuel our growth targets. You will own the post-sale customer journey, ensuring every industrial customer leverages Relay to drive operational leverage in their business. 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 I 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 manufacturing, warehousing, and field operations - owning a meaningful piece of our steep growth trajectory.

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