Customer Success Manager II - Industrial Markets

Role Overview:

At Relay, our Customer Success Managers (Industrial) are 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 Enterprise Multi-Site accounts. Reporting directly to the Director of Industrial Customer Success, you will focus on value realization, account-based expansion, driving site level success that unlocks growth within an Enterprise. This team goes beyond maintaining current states; they drive significant value from existing sites, map complex customer organizations to 'farm' accounts, and develop multi-threaded relationships from frontline teams to corporate offices, and identify expansion opportunities that fuel our growth targets. You will own the post-onboarding journey, ensuring every industrial customer utilizes Relay in driving operational leverage in their businesses. 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 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 steel recycling, automotive manufacturing, and logistics. This role offers high visibility, a direct path to influencing our GTM strategy, and the chance to own a significant piece of our steep growth trajectory. What you will do:

• Revenue Ownership (Retention & Expansion): Own the net-revenue growth of your portfolio. You are responsible for minimizing contraction, driving user expansion, feature upsells, and hardware refreshes within your existing sites. - Strategic Account Mapping & Multi-threading: Identify and build champions across departments, sites, and corporate functions. You will perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers. - Account-Based Motion Partnership: Partner closely with Sales counterparts to execute a "Bottoms-Up, Tops-Down" strategy. Use your site-level successes to expand corporate-level partnerships that accelerate logo velocity across regional and national footprints. - 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 while progressing corporate partnerships. You embody the brand and build trust in Relay with every customer interaction you lead. - Cross-Functional Advocacy: Serve as the "Voice of the Industrial Customer" internally. Partner with Product, Marketing and Sales as we refine our product offerings for the industrial frontline, including implementation of new hardware, deploying new features, and leading initial upsell motions within your book of business. Partner with Support and Billing, ensuring any escalations have timely resolution for your customers. What You'll Have

• Experience: 5+ years of experience in Customer Success, Account Management, or Sales. Proven track record of managing complex, multi-site B2B accounts with account-based motion growth, preferably within the Industrial, Manufacturing, or Logistics sectors. - Proven Revenue Ownership: Strong commercial negotiator anchored in driving value and win:win outcomes with customers. You are comfortable owning a revenue number, navigating complex contract negotiations, and connecting product metrics to a customer’s bottom line. - Self-Starter & Constant Learner: You have an entrepreneurial spirit, and aim to deeply understand the market and customers in your command enabling more effective account strategies and leading customers to achieve their goals with Relay. - Data & Technical Curiosity: Technology is ever changing and this leader can iterate and build from an informed point of view both in deep understanding of customer data as well as the role AI and technology continue to play in enabling your customers and your own workstreams. - Strategic Communication: Ability to frame complex risks and opportunities with customers and internal advocacy for cross-functional stakeholders. You can navigate disagreement with logic and empathy to keep stakeholders focused on outcomes. - Technical Aptitude: 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. - Builder Mentality: 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 our culture hinges onyou being LITup 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 ofbenefits and perksmean 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. At Relay, we offer... - 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 why 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.