Customer Success Specialist II- Hospitality

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.

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:

The Customer Success Specialist II (Hospitality) is a vital revenue-owner and value-driver within our hospitality sector. The role is a tactical strategist responsible for managing a dedicated Mid-Market book of business, focusing on site-level health, value realization, and retention. Our CSS’s ensure that our customers are leveraging Relay’s core value proposition and latest roadmap applications to drive operational excellence.

In this role, you will master the customer life-cycle for a wide array of use cases. Our specialists independently interprets health metrics, conducts deep discovery to uncover unique business problems Relay can solve, and builds multi-threaded relationships within accounts. The focus is on mid-market site stability, identifying expansion opportunities that fuel our growth while maintaining a "lockdown" defense on retention targets.

Relay is at a transformative inflection point, moving from a product-centric communications business to a platform-centric AI leader for the frontline. As a CSS in Hospitality, you are the practitioner ensuring this vision translates into reality across a variety of hospitality accounts. This role offers the opportunity to develop the customer journey for a portfolio where no two days are the same. You aren't just following a playbook; you are using pattern recognition across different accounts to refine how we position value, making you a key contributor in shaping our customer and whole-product experience.

What You'll Do:

• Revenue Ownership (Retention & Site Expansion): Own the net-revenue growth for your mid-market portfolio. You are responsible for safeguarding retention and identifying site-level expansion opportunities, such as user growth, feature upsells, and proactive hardware refreshes.

• Value Realization & Book Management: Proactively manage accounts across the lifecycle, using data to assess performance and prioritize efforts. You will move beyond status reporting to explain why metrics change, connecting trends to customer behavior and specific industry context to ensure maximum ROI.

• Multi-Threaded Relationship Building: Cultivate intentional stakeholder relationships across departments and functions. You will track professional milestones and organizational news to strengthen rapport and ensure Relay is woven into the customer’s daily operations.

• Outcome-Driven Discovery & Product Credibility: Independently conduct discovery to uncover business problems Relay can solve beyond current usage. Apply in-depth product knowledge to solve site-level challenges. You will frame opportunities in terms of customer outcomes and operational impact, qualifying value with clear context and rationale.

• Cross-Functional Advocacy: Serve as the "Voice of the Customer" internally. Partner with Product, Marketing, and Sales to ensure that general roadmap applications are effectively positioned for our largest industry sector. Partner with Support and Billing to ensure any escalations have timely resolution.

• Operational Excellence: Optimize the use of internal tools and systems to improve account management efficiency. You will identify and resolve process or technical breakdowns that affect customer outcomes, ensuring a seamless journey from initial launch through long-term partnership.

What You'll Have:

• Experience: 3+ years in Customer Success or Account Management, specifically managing a high-volume book of mid-market accounts. A proven track record of retention, expansion, and lead generation is essential.

• Analytical Mindset: Ability to independently interpret health and usage metrics to assess account performance. You don't just see data; you see the story behind it and can recommend the next best action to drive adoption.

• Commercial Acumen: Proven experience owning a revenue expansion and retention number. You are comfortable navigating contract renewals and connecting product features to a customer’s bottom line.

• Strategic Communication: Ability to communicate with structure and intent. You can synthesize complex customer data into clear narratives and navigate difficult conversations with composure and empathy.

• Sector Curiosity: A self-starter who stays engaged with industry trends. You apply self-taught knowledge of the segments you manage to strengthen your account strategies and build credibility in customer partnerships.

• Technical Aptitude: Capability to master a sophist

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