Customer Success Manager I - Industrial

Relay; Raleigh (NC); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

100% Paid Health Insurance

Generous Paid Time Off

401(K) Savings Plan + Company Match

Wellness Perks with Fitness Center

Free Snacks

Job summary

Relay is hiring a Customer Success Manager I for its Raleigh, NC location, focused on managing Mid-Market accounts across various industrial sectors. The role requires overseeing the post-sale journey to ensure customers maximize their value from Relay's platform.

Ideal candidates will have 3+ years of experience in a similar field, possess strong negotiation skills, and be able to drive net-revenue growth. The position offers a hybrid work model demanding 3 days in-office each week and comes with extensive health benefits.

Qualifications

• 3+ years in Customer Success, Account Management, or Sales with B2B focus.
• Track record in handling accounts in Industrial or Manufacturing sectors.
• Strong negotiation and analytical skills.

Responsibilities

• Manage post-sale customer journey and ensure value realization.
• Drive net-revenue growth through retention and expansion.
• Engage with both site-level leaders and executive stakeholders.

Skills

Customer Success

Account Management

B2B Sales

Negotiation

Data Analysis

Education

Bachelor's degree

Tools

CRM Software

Microsoft Office Suite

Job description

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 into a data-rich, AI-powered ecosystem.

With a staggering 461% three-year revenue growth rate, Raleigh, NC-based Relay was recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000.

We aren’t just selling radios; we are 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 and a dozen of the Fortune 100.
• High Value, High Impact: With 47% of our revenue coming from $100K+ ARR customers and a 135% Net Revenue Retention (NRR), you will 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™, which has seen 500% YoY growth.
• World-Class Leadership: Our already stellar C-suite has been bolstered by leaders to help us scale toward our next major milestones.
• The Relay Culture: Work from our amenity-rich Raleigh campus (fitness center, sports courts) with 100% paid health insurance and a team dedicated to "Best Work In My Life" (BWIML).

This is a hybrid 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

At Relay, our Customer Success Manager I (Industrial) is a critical revenue-owner and strategic partner within our rapidly evolving Industrial sector. This role serves as a customer strategist tasked with managing a growing portfolio of Mid-Market and Multi-Site accounts across industrial verticals such as food manufacturing, steel recycling, and automotive manufacturing & tier 1 suppliers. You will focus on value realization, account-based expansion, and driving site-level success that unlocks growth within key customer accounts.

This team goes beyond maintaining current states; they drive significant value from existing sites, map complex customer organizations, and develop multi-threaded relationships from frontline teams to corporate offices - identifying expansion opportunities that fuel our growth targets. You will own the post-sale customer journey, ensuring every industrial customer leverages Relay to drive operational leverage in their business.

Relay is at a transformative inflection point, moving from a product-centric communications business to a platform-centric AI leader for the industrial frontline. As a CSM I in our Industrial sector, you are at the tip of the spear for this evolution. You will have the opportunity to define "what good looks like" in sectors like manufacturing, warehousing, and field operations - owning a meaningful piece of our steep growth trajectory.

What you will do:

• 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. This includes leading the full life cycle of the customer post-sale - from onboarding through adoption, expansion, and renewal - ensuring Relay is deeply embedded in your customers' industrial operations. You embody the brand and build trust in Relay with every customer interaction.
• 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.
• Account-Based Motions & Multi-Threading: Execute a "Bottoms-Up, Tops-Down" strategy in partnership with Sales, leveraging site-level wins to accelerate logo velocity and expand corporate-level partnerships across regional and national industrial footprints. Perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers across departments and facilities.
• Cross-Functional Advocacy: Serve as the "Voice of the Industrial Customer" internally by relaying site-level feedback and operational friction points to Product, Marketing, and Sales as we refine our offerings for the industrial frontline - including implementation of new hardware, deployment of new features, and leading initial upsell motions within your book of business. Partner with Support and Billing to ensure any escalations have timely resolution for your customers.

What You'll Have

• 3+ years of experience in Customer Success, Account Management, or Sales, with a proven track record of managing B2B accounts with account-based motion growth. Experience within Industrial, Manufacturing, Logistics, or similar deskless-workforce sectors is a strong plus.
• Strong commercial negotiator anchored in driving value and win-win outcomes. You are comfortable owning a revenue number, navigating contract negotiations, and connecting product metrics to a customer's operational bottom line.
• You have an entrepreneurial spirit and aim to deeply understand the varied industrial markets in your command, enabling more effective account strategies that lead customers to achieve their goals with Relay.
• Technology is ever-changing; you can iterate and build from an informed perspective, drawing on a deep understanding of customer data and the role AI plays in enabling industrial customer workstreams.
• 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 to keep stakeholders focused on outcomes.
• Curiosity and capability to master a sophisticated hardware+software platform. You must be able to articulate Relay's technical advantages over legacy radio incumbents and modern competitors in industrial environments.
• Ability to thrive and react to changing business needs within a high-growth environment. You are a self-starter who contributes to writing the playbook rather than just following one.

About us: Relay culture, benefits & perks

First and foremost ourculture hinges on you being LIT up in an environment that fosters learning, impact, and teamwork (LIT) where Relayers can do the best work in their lives. We call this BWIML (pronounced bee wimmel = Best Work In My Life)!

It’s truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits and perks mean you'll be able to integrate work into your whole life, focus on health, perform impactful work, grow in your role, look after yourself/your family, and invest in your future.

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Wellness Perks, including a world-class onsite fitness center with instructor-led classes + locker room as well as endless outdoor amenities whether tennis, basketball, cycling, or pickleball is your jam
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

The Relay Hybrid Work Model

At Relay, relationships are at the core of everything we do - and this translates to how we approach our customers and our work internally. Relay strives to be long-term relational partners versus transactional vendors to our customers. You will be encouraged to get in front of our customers and/or attend a trade show as a Relayer, regardless of your role.

Internally, Relayers endeavor to build authentic, caring, and trusted relationships with each other.

With these principles in mind, and because we believe relationships are formed more quickly and deeply in-person, we greatly value the power of collaborating together with our customers on-site at their properties, and with each other in our spectacular and amenity-rich office.

Our relational approach is also at the heart of how we ask all Relayers in our hybrid model to work from the office a minimum of 3 days per week.

At this time Relay is unable to provide sponsorship for employment. In order to be considered for employment, applicants must be currently legally authorized to work in the US and not require future sponsorship in order to continue working for Relay.