Senior Manager, Customer Success

About the role

As a Senior Manager of Customer Success, you are a highly active GTM leader accountable for the performance and health of your segment through your team's execution. This is not a coordination or liaison role. You elevate account strategy, lead a team of Customer Success Reps with a high bar, and operate as a strong cross-functional partner to Sales, Product, and Marketing. You are expected to shape outcomes, while managing high confidence execution in your team's books of business. You will be both strategically sharp and operationally grounded, knowing when to engage directly on critical accounts and when to step back and ensure the system is working at scale. You will iterate on the playbooks that drive how your segment wins and lead and develop a team that executes with increasing autonomy and skill over time, ensuring high effectiveness in CSRs leading customer outcomes. Customer Success is a primary lever for Relay's growth and long-term customer value. This role sits at the center of that motion. You will not only drive segment performance, but directly influence how Relay wins with its customers. Your insights will inform GTM strategy, refine the playbooks that scale across the business, and drive high impact in near-term and long-term outcomes.

Responsibilities

• Account Strategy and Execution
• Set a high standard for account strategy across complex, multi-stakeholder Mid-Market and Enterprise accounts, including multi-threading, executive engagement, and value realization. Be an active partner and coach on the most consequential accounts and moments.
• Continuously refine how the team approaches retention and expansion as accounts evolve. Translate at-bats into durable skill development so the team improves in execution over time, not just in activity.
• Work closely with CSRs on complex account strategies, guiding execution and building capability without absorbing accounts yourself. Know when to guide, delegate, inspect, or step in.
• Segment Performance and Lifecycle Ownership
• Own your segment's retention and expansion outcomes. Drive proactive, intentional customer journeys rather than reactive account management. Ensure value is demonstrated continuously, not only at renewal.
• Maintain and sharpen how onboarding, adoption, expansion, and renewal function across the segment. Identify where value accelerates, stalls, or breaks, and act on it.
• Convert patterns and insights into hypotheses that improve segment performance. Test and iterate on approaches to expansion, retention, and lifecycle sequencing. Institutionalize learnings so they scale and are leveraged across the team up to the broader CS function.
• Pattern Diagnosis and Problem Solving
• I dentify recurring patterns across accounts to determine what is structurally driving performance. Distinguish systemic issues from isolated account-level challenges and own the resolution across functions rather than routing problems elsewhere.
• Serve as the authoritative signal from your segment to leadership, Sales, Product, and GTM partners. Frame problems, options, and recommended actions with clarity for senior stakeholders.
• Analyze leading indicators for churn risk, adoption gaps, and expansion blockers. Use data and field insight to sharpen the customer journey and surface risks before they become lagging issues.
• Team Leadership and Performance Management
• Lead and develop a team of 7 to 10 CSMs with strong judgment, accountability, and autonomy. Hold a high performance bar with candor, giving consistent developmental feedback and calibrating talent accurately.
• Coach reps from execution into durable skill. Turn plays into at

Benefits

Additional Information

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has often 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're 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, continuing to move upmarket with massive impact. High Value, High Impact: With 47% of our revenue from $100K+ ARR customers and 135% Net Revenue Retention (NRR), you'll 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™, with 500% YoY growth. World-Class Leadership: Our stellar leadership team is built to help us scale toward our next major milestones. The Relay Culture: We're dedicated to helping you do the best work of your life (BWIML), investing in your growth through L.I.T., living our CHASE values, and learning from incredibly talented, supportive teammates who make the work (and the wins) better every day. Now, here's what we're building, and where you come in.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at relaypro? Share your experience