Director, Customer Success Enablement

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.

Role Overview:

Customer Success at Relay spans the entirety of the customer lifecycle: onboarding, expansion, renewals, fleet refresh (hardware upgrade ownership), and the full range of nurturing that is instrumental in driving outcomes for our customers. Value is delivered when CS proactively progresses solutions to customer pain points, building credibility, partnership, and trust through product expertise, domain knowledge (industry and customer workstreams), and effective communication and consulting. Today, too much of that motion is bespoke: reps say different things at the same inflection point, improvise where there should be a repeatable play, and reach for different tools to do the same job. You exist to close that gap — not with a one-off training deck, but by building the enduring frameworks, playbooks, and content that make the right behavior the default, using AI to generate and reinforce that content at a scale no manual process could match.

This is a builder's role, not a coordinator's. You get leverage from codifying what "good" looks like and embedding it in the tools CS already lives in, not from headcount. You'll be recognized as a leader in the CS function by the ground you cover, the judgment you show, and the trust you earn across CS, Product, Revenue Operations, and GTM, not by a reporting line. This may grow to include a small team as the function matures, though the growth story here is leverage, not headcount. It's how much one highly capable person can create by stabilizing and expanding our foundation and then scaling it with AI and technology.

Relay's CS org today runs on tribal knowledge and bespoke judgment calls. This role is the difference between "the good reps figured it out" and "here's the documented, adopted way we do this," and between "we ran a training" and "we changed the behavior, measurably, and can prove it." You'll partner directly with the SVP of CS and sit alongside CS leaders as a peer who solves problems, not merely a facilitator who runs sessions.

What you will do:

Process, Playbooks & Change Management

• Own end-to-end codification of CS motions: onboarding, expansion, renewals, fleet refresh/hardware upgrades, and the interaction types and playbooks that actually achieve those plays, matched to the right moment rather than defaulted to a generic cadence.

• Partner with CS leaders so initiatives tie to thematic skill investment (account strategy, multi-threading, revenue conversations) rather than standalone training moments.

• Triage before you build: assess segment, customer, and product context to judge when a change needs deep enablement versus a light-touch nudge. Not everything warrants a program.

• Define how you'll know it worked before you build it: the leading indicators, the survey instruments, and the usage signals that separate a play that was adopted from one that was merely published. Use Metabase and CRM data to tell activity apart from behavior change.

Training & Content at Scale (AI-Leveraged)

• Use AI as a core lever to build, personalize, and maintain training content, overviews, frameworks, and SOPs at a scale manual authoring can't match.

• Build rep simulations, mocks, and reinforcement mechanisms that use AI to make skill-building continuous rather than event-based.

• Hold a clear point of view on how technology drives behavior change and reinforcement, and bring that POV into how CS enablement operates, not just what it produces.

Cross-Functional Partnership & Internal Consulting

• Operate as a self-starting pathfinder across Product and the GTM org: see an issue, raise it, and frame the solve without needing to be pointed at it.

• Partner with Product and Product Marketing so positioning becomes reality in how CS executes, recognizing that landing a message with an Influential Supervisor on a manufacturing floor takes a different approach than landing it with the Economic Buyer or a System Administrator, often within the same account, and differently again across industries.

• Partner with Revenue Operations so new CS processes and frameworks are reflected accurately in the broader revenue tech stack and reporting cadence, staying in lock step rather than duplicating what CS Ops owns.

• Serve CSRs, CS Ops, Customer Tech, and CS leadership as your internal customers with high proficiency: reps feel supported, Ops and Tech move in lock step with you, leaders are enabled as coaches and experience your impact on reps first hand.

Technology Adoption & Behavior Change

• Own the behavior-change layer across the CS tech stack (HubSpot, Metabase, Attention, Claude), ensuring reps adapt their day-to-day b

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