Customer Success Specialist II- Specialty

Relay, Inc.; Raleigh (NC); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k) plan with company match

Parental leave

Wellness perks

Job summary

Relay is seeking a Customer Success Specialist II - Specialty Markets in Raleigh, NC. You will own a mid-market book of business, focusing on site health, value realization, and retention, while applying pattern recognition across industries to position Relay’s value.

You’ll interpret health metrics, uncover context-driven opportunities, and build multi-threaded relationships. This role emphasizes expansion, cross-functional advocacy, and long-term customer outcomes in Education, Golf,

Qualifications

• 3+ years in Customer Success or Account Management, managing mid-market accounts.
• Ability to interpret health and usage metrics to drive action.
• Experience owning revenue expansion and retention targets.
• Strong communication to translate data into actionable customer outcomes.

Responsibilities

• Own net revenue growth for mid-market portfolio, safeguarding retention and site expansion.
• Proactively manage accounts across the lifecycle, explain metric changes and business impact.
• Build multi-threaded relationships across departments to embed Relay into customer operations.
• Conduct discovery to uncover problems Relay can solve beyond current usage and quantify value.
• Collaborate with Product, Marketing and Sales to position roadmap applications for these segments.

Skills

Customer Success

Account Management

Data interpretation

Retention strategy

Cross-functional collaboration

Tools

CRM software

Data analytics tools

Job description

Customer Success Specialist II- Specialty

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:

The Customer Success Specialist II - Specialty Markets is a vital revenue-owner and value-driver within our diverse Specialty Markets sector—encompassing segments such as Education, Golf, Facility Management, Healthcare, and others. 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 even in markets with varying levels of scale, 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.

As a CSS in Specialty Markets, you are the practitioner ensuring this vision translates into reality across a variety of unique environments—from the golf course to the hospital wing. This role offers the opportunity to develop the customer journey for a diverse portfolio where no two days are the same. You aren't just following a playbook; you are using pattern recognition across different industries 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 explainwhy metrics change, connecting trends to customer behavior and specific industry context (e.g., seasonal shifts in Golf or academic calendars in Education) 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, ensuring Relay is woven into the fabric of 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 Specialty Market Customer" internally. Partner with Product, Marketing, and Sales to ensure that general roadmap applications are effectively positioned for these unique segments. 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 various segments you manage to strengthen your account strategies and build credibility in customer partnerships.
• Technical Aptitude:Capability to master a sophisticated hardware + software platform. You can articulate Relay’s technical advantages and help customers navigate the transition from legacy tools to modern AI-enabled technology.
• The "CSS" Mentality:You model strong ownership and adaptability. You are a problem-solver who can restructure your execution strategy based on feedback and pattern recognition to improve site-level outcomes.

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.

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