Clera home
·Dashboard

Jobs at Relay (Now Hiring) — 2 open

Relay logoRelay

Senior Manager, Customer Success

Raleigh, North Carolina, United States · On-site

Senior+$48M raised

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 da…

Skills: Account Strategy, Customer Success Management, Team Leadership, Retention Management, Expansion Strategy

Relay logoRelay

Customer Success Manager I - Industrial

Raleigh, North Carolina, United States · Hybrid

Mid level$48M raised

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 in…

Skills: Customer Success, Account Management, B2B Sales, Revenue Growth, Contract Negotiation

Relay logo

Senior Manager, Customer Success

Relay

Raleigh, North Carolina, United States • On-site

Apply
Senior+

Tired of cold applications?

Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.

  • Full-time
  • Health Insurance, Dental Insurance, Vision Insurance, Long Term Disability Insurance, Short Term Disability Insurance, Life Insurance
  • Posted 1d ago
  • ~40 hrs/week

Responsibilities

Lead and develop a team of Customer Success Managers to drive retention and expansion across Mid-Market and Enterprise segments. Partner cross-functionally with Sales, Product, and Marketing to refine GTM playbooks and ensure long-term customer value.

Requirements

Requires 8+ years of experience in SaaS Account Management or Customer Success, including 3+ years in a direct leadership role. Must have a proven track record of managing complex enterprise portfolios and driving measurable business outcomes.

Full job description

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

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.
 
About the Team
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

  • Identify 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-bats, and at-bats into improved customer outcomes. Build a team that sustains performance without constant leader involvement.
  • Establish operating rhythms, standards, and guardrails that drive consistent execution quality. Maintain CRM and the data layer as a reliable source of truth for segment health.

Cross-Functional and Executive Leadership

  • Partner closely with Sales, Product, SE/FDE, and GTM leadership to align on segment strategy and priorities. Resolve cross-functional friction that impacts customer outcomes and ensure shared accountability across teams.
  • Show up credibly with senior stakeholders internally and on the customer side. Own escalations. Translate field insight into actionable input for product development and go-to-market motion.

 

Required Qualifications

  • 8+ years of experience in Account Management, Customer Success, or Sales roles within a SaaS or hardware/software company, with a track record of growing and deepening enterprise partnerships over time.
  • 3+ years in a direct leadership role managing Customer Success Managers or Account Managers, with demonstrated ability to develop teams executing against enterprise accounts.
  • Proven experience managing high-touch, multi-site, or enterprise customer portfolios with complex, multi-stakeholder buying centers.
  • Demonstrated ownership of business outcomes including retention, expansion, and lifecycle performance, with specific results you drove, not just team activity.
  • Experience coaching individual reps to improved performance, developing durable skill rather than only running enablement programs.
  • Track record of holding a high performance bar with candor, including accurate talent calibration and managing performance directly.
  • Strong ability to identify structural patterns, diagnose root cause, and drive resolution across functions.
  • Ability to operate effectively in ambiguity, actively collecting context you need to iterate without relying on fully detailed playbooks or SOPs handed to you.
  • Strong cross-functional leadership and stakeholder management skills at the senior level.
  • Excellent communication skills, with the ability to translate complex segment dynamics into clear, structured signal for executive leadership.\
  • Ability and eagerness to travel ~25%

What success and impact look like in this role:

  • Segment performance is predictable, explainable, and improving, with clear visibility into the drivers of retention and expansion.
  • A refined and evolving playbook exists for the segment, grounded in real patterns and field data.
  • Expansion and retention are driven by intentional lifecycle design, not last-minute intervention.
  • The team operates with strong judgment and autonomy, requiring less direct oversight over time, with individual reps tangibly developing in capability.
  • Cross-functional partners and Customers view Customer Success as a critical strategic partner.
  • Leadership receives clear, trusted signal on what is happening in the segment and what actions are required, with confidence in your ownership to drive against those actions.

Why Join Relay?

About Relay | Culture, Benefits & Perks

Our culture hinges on Relayers getting LIT up in an environment that fosters Learning, Impact, and Teamwork, where we CHASE the best work of our lives. We call this BWIML (Best Work In My Life).

At Relay, we offer:

  • 100% Paid Insurance: Health, Dental, Vision, Long/Short Term Disability, and Life Insurance for you and your dependents
  • Generous Paid Time Off
  • 401(k) Savings Plan + Company Match
  • Baby Cash Reward + Paid Parental Leave
  • Wellness Perks: If you’re joining our Raleigh-based HQ, you’ll have access to a world-class onsite fitness center with instructor-led classes, plus tennis, basketball, pickleball, and cycling
  • Team Events & Culture: From company celebrations to team outings, we work hard and have fun doing it.
  • Latest tech, standing desks, and all the tools and software you need to thrive

 

The future of frontline work is being built here. Come build it with us. We can’t wait to hear from you.

Related keywords

SaaSCustomer SuccessNet Revenue RetentionNRRARREnterprise SoftwareGTM StrategyCustomer LifecycleChurn RiskMulti-threadingExecutive EngagementValue RealizationMid-MarketCRMAccount ManagementHardware/Software

About Relay

LinkedInVisit site

"This device is trying to finally replace the walkie talkie" - Fast Company

Industry
Mobile Computing Software Products
Company size
201-500 employees
Headquarters
Raleigh, North Carolina
LinkedIn followers
18,146
Total funding
$48M

Relay is the smarter, modern alternative to outdated radios. Millions of frontline workers still rely on static channels and clunky devices that weren’t built for today’s pace of work. Relay replaces them with a voice-first platform that delivers real-time translation in 30+ languages, GPS tracking, panic alerts, and seamless WiFi + cellular coverage. It’s the radio of the future—trusted across hospitality, manufacturing, logistics, and more to keep teams connected, included, and moving fast. Our mission is to empower the people who keep the world running—with technology that makes their jobs safer, easier, and more connected.

Offices: 2230 Bandmate Way, 500, Raleigh, North Carolina 27607, US

E-CommerceRetail TechnologyProductivity ToolsLogisticsSoftwareRetailGPSInternet of ThingsTelecommunicationsArtificial Intelligence (AI)
View all jobs at Relay

About Relay

LinkedInVisit site

"This device is trying to finally replace the walkie talkie" - Fast Company

Industry
Mobile Computing Software Products
Company size
201-500 employees
Headquarters
Raleigh, North Carolina
LinkedIn followers
18,146
Total funding
$48M

Relay is the smarter, modern alternative to outdated radios. Millions of frontline workers still rely on static channels and clunky devices that weren’t built for today’s pace of work. Relay replaces them with a voice-first platform that delivers real-time translation in 30+ languages, GPS tracking, panic alerts, and seamless WiFi + cellular coverage. It’s the radio of the future—trusted across hospitality, manufacturing, logistics, and more to keep teams connected, included, and moving fast. Our mission is to empower the people who keep the world running—with technology that makes their jobs safer, easier, and more connected.

Offices: 2230 Bandmate Way, 500, Raleigh, North Carolina 27607, US

E-CommerceRetail TechnologyProductivity ToolsLogisticsSoftwareRetailGPSInternet of ThingsTelecommunicationsArtificial Intelligence (AI)
View all jobs at Relay

Similar companies hiring

WellTech Innovations (7)Innovapptive Inc (6)Simply Auto (3)Knowunity (2)WorkJam (2)Tyfoom (2)9D Technologies (2)
Clera home

Your AI-talent agent. Connecting talents with dream jobs.

Earn $5,000

Tools

  • Salary Calculator
  • Resume Review
  • Startup Map

Explore

  • Jobs
  • Discover Jobs
  • Companies
  • Acquihire
  • Referral

Company

  • Manifesto
  • Engineering
  • We are hiring!
  • FAQs
  • Blog
  • Press

Tools

  • Salary Calculator
  • Resume Review
  • Startup Map

Explore

  • Jobs
  • Discover Jobs
  • Companies
  • Acquihire
  • Referral

Company

  • Manifesto
  • Engineering
  • We are hiring!
  • FAQs
  • Blog
  • Press

© 2026 Clera Labs, Inc.

PrivacyTermsBug Bounty