Director, CS Enablement & Playbook Innovation

Relay

Raleigh (NC)

Hybrid

USD 90,000 - 130,000

Full time

14 days+

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Benefits offered by this job

100% Paid Insurance

401(k) with Company Match

Paid Parental Leave

Wellness Perks & onsite fitness center

Team Events & Culture

Latest tech & standing desks

Job summary

Relay is building a data‑driven, AI‑powered CS foundation in Raleigh. The role focuses on codifying customer success motions across onboarding, expansion, renewals, and hardware upgrades, delivering scalable playbooks and content.

You will work with product, revenue operations, and GTM to align initiatives with skill development and measurable impact. The ideal candidate brings 7+ years in customer success or related roles, a proven ability to drive change, and comfort with AI tools to scale

Qualifications

7+ years owning significant, multi‑stakeholder customer relationships in tech.
Experience applying AI to build training content and enablement tools.
Strong change management, data‑driven analysis, and executive communication.
Proven ability to create playbooks, SOPs, and training material.
Ability to partner with Product, Revenue Ops, and GTM to drive adoption.

Responsibilities

Codify CS motions end‑to‑end: onboarding, expansion, renewals, and hardware upgrades.
Define leading indicators, surveys, and usage signals to prove impact.
Build scalable content, frameworks, and SOPs using AI.</li>
Partner with CS leaders and cross‑functional teams to tie initiatives to skill investments.
Develop rep simulations and reinforcement mechanisms to sustain change.