Customer Success Manager II- Specialty

About this role

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

About the Role

At Relay, our Customer Success Manager (Specialty Markets) role involves serving as a customer strategist responsible for managing an expanding portfolio of Mid-Market and Enterprise Multi-Site accounts that showcase the versatility of the Relay platform. It is a key revenue-generating and strategic partnership position within the diverse Specialty Markets sector, which includes segments such as Education, Golf, Facility Management, Healthcare, and others. The focus is on value realization, account-based expansion, and fostering site-level success to promote growth within broader Enterprise contexts.

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. Ensuring customers, even in markets with varying scales, leverage Relay’s core value proposition and latest roadmap applications is essential for driving operational excellence.

Relay is at a transformative inflection point, and our Specialty Markets are the proving ground for the platform’s universal applicability. As a CSM in this sector, you will manage a highly varied book of business, requiring you to be a "flex-athlete" of various industries you support. You will have the opportunity to define "what good looks like" across diverse segments, ensuring these customers remain a vital part of our steep growth trajectory. This role offers a direct path to influencing our GTM strategy, and the challenge of driving expansion in markets with a wide array of applications and use cases.

What you will do:

• 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.

• Strategic Account Mapping & Multi-threading:

• Identify and build champions across departments, sites, and corporate functions.

• Perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers in segments ranging from Education to Healthcare.

• Sales & Segment Partnership:

• Partner closely with Sales counterparts to ensure knowledge transfer and value realization can be derived across use cases in varying industry segments.

• Execute a "Bottoms-Up, Tops-Down" strategy in partnership with sales on named accounts, using your site-level successes to expand corporate-level partnerships that accelerate logo velocity across regional and national footprints.

• Strategic Value Realization & Book Management:

• Use data to interpret health trends across your book and design customer engagements accordingly.

• You are responsible for customers deriving maximum value from Relay, ensuring site-level success, site expansion, and, where applicable, progressing corporate partnerships. You embody the brand and build trust in Relay with every customer interaction.

• Cross-Functional Advocacy:

• Serve as the "Voice of the Specialty Market Customer" internally. Partner with Product, Marketing, and Sales as we refine our offerings, ensuring that general roadmap applications are effectively positioned for these unique segments.

• Partner with Support and Billing to ensure any escalations have timely resolution.

What You'll Have

• Experience: 5+ years of experience in Customer Success, Account Management, or Sales. Proven track record of managing complex, multi-site B2B accounts with account-based motion growth

• Proven Revenue Ownership: Strong commercial negotiator anchored in driving value and win-win outcomes. You are comfortable owning a revenue number, navigating complex contract negotiations, and connecting product metrics to a customer’s bottom line.

• Self-Starter & Constant Learner: You have an entrepreneurial spirit and aim to deeply understand the varied markets in your command, enabling effective account strategies that lead customers to achieve their goals with Relay.

• Data & Technical Curiosity: Technology is ever-changing; you can iterate and build from an informed point of view, using a deep understanding of customer data and the role AI plays in enabling customer workstreams.

• Strategic Communication: Ability to frame complex risks and opportunities with customers and provide internal advocacy for cross-functional stakeholders. You can navigate disagreement with logic and empathy.

• Technical Aptitude: Curiosity and capability to master a sophisticated hardware+software platform. You must be able to articulate Relay’s technical adva

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