Customer Success Partner — SMB Growth & Retention

Relaypro; Raleigh (NC); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health, dental, vision insurance for 2

401(k) with company match

Paid time off

Parental leave

Wellness perks and onsite fitness

Job summary

Relay is building a platform-centric AI leader for frontline operations. The Customer Success Coordinator will manage SMB accounts, drive adoption, engagement, and retention, and work across Product, Marketing, Sales, Support and Billing to deliver measurable value.

You will learn to interpret health metrics, run structured discovery, and establish durable relationships across customer sites to protect retention targets and enable growth.

Qualifications

• 1+ year in a customer-facing or relationship-driven role such as Sales, Account Management, Customer Success, Teaching, or Sales Development.
• Effective Time Management & prioritization; can manage high-volume accounts without losing track.
• Commercial awareness; comfortable discussing renewals, expansion signals, and product value.
• Clear verbal and written communication; organize complex details into easy updates.
• Genuine curiosity to learn industry trends and client needs; build trust with contacts.
• Technical aptitude; quickly learn and navigate an integrated hardware + software platform.
• Comfort with evolving AI-powered tools; open to new ways of working.
• CSC mentality; accountability and adaptability in a high-volume environment.

Responsibilities

• Retain and support SMB accounts to safeguard retention and identify expansion opportunities.
• Monitor account health using standard metrics and usage data to maximize ROI.
• Build reliable cross-department relationships; track updates and changes to maintain rapport.
• Conduct discovery to identify site-level challenges and frame opportunities around outcomes.
• Serve as a voice for the customer; collaborate with Product, Marketing, Sales, Support and Billing.
• Utilize internal tools to manage day-to-day activities and follow playbooks for a smooth experience.

Skills

Time management

Commercial awareness

Clear communication

Curiosity

Technical aptitude

Evolving tools comfort

CSC mentality

Tools

Hubspot

Attention

Claude

Notion

Job description

Relay is building a platform-centric AI leader for frontline operations. The Customer Success Coordinator will manage SMB accounts, drive adoption, engagement, and retention, and work across Product, Marketing, Sales, Support and Billing to deliver measurable value.

You will learn to interpret health metrics, run structured discovery, and establish durable relationships across customer sites to protect retention targets and enable growth.