Customer Success Manager I - Specialty
HybridRaleigh, North Carolina, United States
Job Summary
Manage a portfolio of Mid-Market and Multi-Site accounts across industrial verticals including Education, Golf, Healthcare, and Facility Management. Drive value realization, account-based expansion, and site-level success by owning the post-sale customer journey from onboarding through adoption and renewal. Execute a "Bottoms-Up, Tops-Down" strategy to accelerate logo velocity and expand corporate partnerships while performing deep organizational mapping to engage both site leaders and executive decision-makers. Serve as the internal voice of the specialty customer, relaying operational friction points to Product, Marketing, and Sales to refine offerings and lead initial upsell motions. Partner with Support and Billing to ensure timely resolution for escalations. This hybrid role requires three days per week in the Raleigh, NC office with up to 20% travel.
Required Qualifications
- 3+ years of experience in Customer Success, Account Management, or Sales
- proven track record of managing B2B accounts with account-based motion growth
- Experience within Healthcare, Education, Golf, or similar deskless-workforce sectors
- Strong commercial negotiator anchored in driving value and win-win outcomes
- Ability to frame complex risks and opportunities with customers
- Ability to navigate disagreement with logic and empathy
- Curiosity and capability to master a sophisticated hardware+software platform
- Ability 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
- Must be currently legally authorized to work in the US
- Must not require future sponsorship in order to continue working for Relay
- Must be able to lift 50 lbs
Desired Qualifications
- Experience within Healthcare, Education, Golf, or similar deskless-workforce sectors is a strong plus
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