Customer Success Manager II- Specialty

Job Summary

Required Qualifications

• •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
• •Strong commercial negotiator anchored in driving value and win-win outcomes
• •Comfortable owning a revenue number
• •Comfortable navigating complex contract negotiations
• •Ability to connect product metrics to a customer's bottom line
• •Entrepreneurial spirit
• •Ability to deeply understand the varied markets in your command
• •Ability to frame complex risks and opportunities with customers
• •Ability to provide internal advocacy for cross-functional stakeholders
• •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
• •Ability to thrive and react to changing business needs within a high-growth environment
• •Must be able to articulate Relay's technical advantages over legacy radio incumbents

Desired Qualifications

• •Ability to iterate and build from an informed point of view
• •Deep understanding of customer data
• •Deep understanding of the role AI plays in enabling customer workstreams
• •Ability to define 'what good looks like' across diverse segments
• •Ability to ensure customers remain a vital part of our steep growth trajectory
• •Ability to influence our GTM strategy
• •Ability to drive expansion in markets with a wide array of applications and use cases
• •Ability to map complex customer organizations
• •Ability to develop multi-threaded relationships from frontline teams to corporate offices
• •Ability to ensure customers leverage Relay's core value proposition and latest roadmap applications
• •Ability to drive operational excellence
• •Ability to ensure site-level success
• •Ability to progress corporate partnerships
• •Ability to embody the brand and build trust in Relay with every customer interaction
• •Ability to serve as the 'Voice of the Specialty Market Customer' internally
• •Ability to partner with Product, Marketing, and Sales as we refine our offerings
• •Ability to ensure that general roadmap applications are effectively positioned for these unique segments
• •Ability to partner with Support and Billing to ensure any escalations have timely resolution
• •Ability to minimize contraction
• •Ability to drive user expansion
• •Ability to enable feature upsells and hardware refreshes across existing sites
• •Ability to identify and build champions across departments, sites, and corporate functions
• •Ability to perform deep organizational mapping to ensure total coverage
• •Ability to engage both site operating leaders and executive decision-makers
• •Ability to execute a 'Bottoms-Up, Tops-Down' strategy in partnership with sales
• •Ability to use site-level successes to expand corporate-level partnerships
• •Ability to accelerate logo velocity across regional and national footprints
• •Ability to use data to interpret health trends across your book
• •Ability to design customer engagements accordingly
• •Ability to derive maximum value from Relay
• •Ability to ensure site expansion
• •Ability to ensure customers derive maximum value from Relay
• •Ability to ensure site-level success
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to be a 'flex-athlete' of various industries you support
• •Ability to define 'what good looks like' across diverse segments
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to influence our GTM strategy
• •Ability to drive expansion in markets with a wide array of applications and use cases
• •Ability to thrive and react to changing business needs within a high-growth environment
• •Ability to contribute to writing the playbook rather than just following one
• •Ability to partner with Product, Marketing, and Sales as we refine our offerings
• •Ability to ensure that general roadmap applications are effectively positioned for these unique segments
• •Ability to partner with Support and Billing to ensure any escalations have timely resolution
• •Ability to ensure customers leverage Relay's core value proposition and latest roadmap applications
• •Ability to drive operational excellence
• •Ability to ensure site-level success
• •Ability to ensure site expansion
• •Ability to progress corporate partnerships
• •Ability to embody the brand and build trust in Relay with every customer interaction
• •Ability to serve as the 'Voice of the Specialty Market Customer' internally
• •Ability to partner with Product, Marketing, and Sales as we refine our offerings
• •Ability to ensure that general roadmap applications are effectively positioned for these unique segments
• •Ability to partner with Support and Billing to ensure any escalations have timely resolution
• •Ability to minimize contraction
• •Ability to drive user expansion
• •Ability to enable feature upsells and hardware refreshes across existing sites
• •Ability to identify and build champions across departments, sites, and corporate functions
• •Ability to perform deep organizational mapping to ensure total coverage
• •Ability to engage both site operating leaders and executive decision-makers
• •Ability to execute a 'Bottoms-Up, Tops-Down' strategy in partnership with sales
• •Ability to use site-level successes to expand corporate-level partnerships
• •Ability to accelerate logo velocity across regional and national footprints
• •Ability to use data to interpret health trends across your book
• •Ability to design customer engagements accordingly
• •Ability to derive maximum value from Relay
• •Ability to ensure site expansion
• •Ability to ensure customers derive maximum value from Relay
• •Ability to ensure site-level success
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to be a 'flex-athlete' of various industries you support
• •Ability to define 'what good looks like' across diverse segments
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to influence our GTM strategy
• •Ability to drive expansion in markets with a wide array of applications and use cases
• •Ability to thrive and react to changing business needs within a high-growth environment
• •Ability to contribute to writing the playbook rather than just following one
• •Ability to partner with Product, Marketing, and Sales as we refine our offerings
• •Ability to ensure that general roadmap applications are effectively positioned for these unique segments
• •Ability to partner with Support and Billing to ensure any escalations have timely resolution
• •Ability to ensure customers leverage Relay's core value proposition and latest roadmap applications
• •Ability to drive operational excellence
• •Ability to ensure site-level success
• •Ability to ensure site expansion
• •Ability to progress corporate partnerships
• •Ability to embody the brand and build trust in Relay with every customer interaction
• •Ability to serve as the 'Voice of the Specialty Market Customer' internally
• •Ability to partner with Product, Marketing, and Sales as we refine our offerings
• •Ability to ensure that general roadmap applications are effectively positioned for these unique segments
• •Ability to partner with Support and Billing to ensure any escalations have timely resolution
• •Ability to minimize contraction
• •Ability to drive user expansion
• •Ability to enable feature upsells and hardware refreshes across existing sites
• •Ability to identify and build champions across departments, sites, and corporate functions
• •Ability to perform deep organizational mapping to ensure total coverage
• •Ability to engage both site operating leaders and executive decision-makers
• •Ability to execute a 'Bottoms-Up, Tops-Down' strategy in partnership with sales
• •Ability to use site-level successes to expand corporate-level partnerships
• •Ability to accelerate logo velocity across regional and national footprints
• •Ability to use data to interpret health trends across your book
• •Ability to design customer engagements accordingly
• •Ability to derive maximum value from Relay
• •Ability to ensure site expansion
• •Ability to ensure customers derive maximum value from Relay
• •Ability to ensure site-level success
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to be a 'flex-athlete' of various industries you support
• •Ability to define 'what good looks like' across diverse segments
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to influence our GTM strategy
• •Ability to drive expansion in markets with a wide array of applications and use cases
• •Ability to thrive and react to changing business needs within a high-growth environment
• •Ability to contribute to writing the playbook rather than just following one
• •Ability to partner with Product, Marketing, and Sales as we refine our offerings
• •Ability to ensure that general roadmap applications are effectively positioned for these unique segments
• •Ability to partner with Support and Billing to ensure any escalations have timely resolution
• •Ability to ensure customers leverage Relay's core value proposition and latest roadmap applications
• •Ability to drive operational excellence
• •Ability to ensure site-level success
• •Ability to ensure site expansion
• •Ability to progress corporate partnerships
• •Ability to embody the brand and build trust in Relay with every customer interaction
• •Ability to serve as the 'Voice of the Specialty Market Customer' internally
• •Ability to partner with Product, Marketing, and Sales as we refine our offerings
• •Ability to ensure that general roadmap applications are effectively positioned for these unique segments
• •Ability to partner with Support and Billing to ensure any escalations have timely resolution
• •Ability to minimize contraction
• •Ability to drive user expansion
• •Ability to enable feature upsells and hardware refreshes across existing sites
• •Ability to identify and build champions across departments, sites, and corporate functions
• •Ability to perform deep organizational mapping to ensure total coverage
• •Ability to engage both site operating leaders and executive decision-makers
• •Ability to execute a 'Bottoms-Up, Tops-Down' strategy in partnership with sales
• •Ability to use site-level successes to expand corporate-level partnerships
• •Ability to accelerate logo velocity across regional and national footprints
• •Ability to use data to interpret health trends across your book
• •Ability to design customer engagements accordingly
• •Ability to derive maximum value from Relay
• •Ability to ensure site expansion
• •Ability to ensure customers derive maximum value from Relay
• •Ability to ensure site-level success
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to be a 'flex-athlete' of various industries you support
• •Ability to define 'what good looks like' across diverse segments
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to influence our GTM strategy
• •Ability to drive expansion in markets with a wide array of applications and use cases
• •Ability to thrive and react to changing business needs within a high-growth environment
• •Ability to contribute to writing the playbook rather than just following one
• •Ability to partner with Product, Marketing, and Sales as we refine our offerings
• •Ability to ensure that general roadmap applications are effectively positioned for these unique segments
• •Ability to partner with Support and Billing to ensure any escalations have timely resolution
• •Ability to ensure customers leverage Relay's core value proposition and latest roadmap applications
• •Ability to drive operational excellence
• •Ability to ensure site-level success
• •Ability to ensure site expansion
• •Ability to progress corporate partnerships
• •Ability to embody the brand and build trust in Relay with every customer interaction
• •Ability to serve as the 'Voice of the Specialty Market Customer' internally
• •Ability to partner with Product, Marketing, and Sales as we refine our offerings
• •Ability to ensure that general roadmap applications are effectively positioned for these unique segments
• •Ability to partner with Support and Billing to ensure any escalations have timely resolution
• •Ability to minimize contraction
• •Ability to drive user expansion
• •Ability to enable feature upsells and hardware refreshes across existing sites
• •Ability to identify and build champions across departments, sites, and corporate functions
• •Ability to perform deep organizational mapping to ensure total coverage
• •Ability to engage both site operating leaders and executive decision-makers
• •Ability to execute a 'Bottoms-Up, Tops-Down' strategy in partnership with sales
• •Ability to use site-level successes to expand corporate-level partnerships
• •Ability to accelerate logo velocity across regional and national footprints
• •Ability to use data to interpret health trends across your book
• •Ability to design customer engagements accordingly
• •Ability to derive maximum value from Relay
• •Ability to ensure site expansion
• •Ability to ensure customers derive maximum value from Relay
• •Ability to ensure site-level success
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to be a 'flex-athlete' of various industries you support
• •Ability to define 'what good looks like' across diverse segments
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to influence our GTM strategy
• •Ability to drive expansion in markets with a wide array of applications and use cases
• •Ability to thrive and react to changing business needs within a high-growth environment
• •Ability to contribute to writing the playbook rather than just following one
• •Ability to partner with Product, Marketing, and Sales as we refine our offerings
• •Ability to ensure that general roadmap applications are effectively positioned for these unique segments
• •Ability to partner with Support and Billing to ensure any escalations have timely resolution
• •Ability to ensure customers leverage Relay's core value proposition and latest roadmap applications
• •Ability to drive operational excellence
• •Ability to ensure site-level success
• •Ability to ensure site expansion
• •Ability to progress corporate partnerships
• •Ability to embody the brand and build trust in Relay with every customer interaction
• •Ability to serve as the 'Voice of the Specialty Market Customer' internally
• •Ability to partner with Product, Marketing, and Sales as we refine our offerings
• •Ability to ensure that general roadmap applications are effectively positioned for these unique segments
• •Ability to partner with Support and Billing to ensure any escalations have timely resolution
• •Ability to minimize contraction
• •Ability to drive user expansion
• •Ability to enable feature upsells and hardware refreshes across existing sites
• •Ability to identify and build champions across departments, sites, and corporate functions
• •Ability to perform deep organizational mapping to ensure total coverage
• •Ability to engage both site operating leaders and executive decision-makers
• •Ability to execute a 'Bottoms-Up, Tops-Down' strategy in partnership with sales
• •Ability to use site-level successes to expand corporate-level partnerships
• •Ability to accelerate logo velocity across regional and national footprints
• •Ability to use data to interpret health trends across your book
• •Ability to design customer engagements accordingly
• •Ability to derive maximum value from Relay
• •Ability to ensure site expansion
• •Ability to ensure customers derive maximum value from Relay
• •Ability to ensure site-level success
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to be a 'flex-athlete' of various industries you support
• •Ability to define 'what good looks like' across diverse segments
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to influence our GTM strategy
• •Ability to drive expansion in markets with a wide array of applications and use cases
• •Ability to thrive and react to changing business needs within a high-growth environment
• •Ability to contribute to writing the playbook rather than just following one
• •Ability to partner with Product, Marketing, and Sales as we refine our offerings
• •Ability to ensure that general roadmap applications are effectively positioned for these unique segments
• •Ability to partner with Support and Billing to ensure any escalations have timely resolution
• •Ability to ensure customers leverage Relay's core value proposition and latest roadmap applications
• •Ability to drive operational excellence
• •Ability to ensure site-level success
• •Ability to ensure site expansion
• •Ability to progress corporate partnerships
• •Ability to embody the brand and build trust in Relay with every customer interaction
• •Ability to serve as the 'Voice of the Specialty Market Customer' internally
• •Ability to partner with Product, Marketing, and Sales as we refine our offerings
• •Ability to ensure that general roadmap applications are effectively positioned for these unique segments
• •Ability to partner with Support and Billing to ensure any escalations have timely resolution
• •Ability to minimize contraction
• •Ability to drive user expansion
• •Ability to enable feature upsells and hardware refreshes across existing sites
• •Ability to identify and build champions across departments, sites, and corporate functions
• •Ability to perform deep organizational mapping to ensure total coverage
• •Ability to engage both site operating leaders and executive decision-makers
• •Ability to execute a 'Bottoms-Up, Tops-Down' strategy in partnership with sales
• •Ability to use site-level successes to expand corporate-level partnerships
• •Ability to accelerate logo velocity across regional and national footprints
• •Ability to use data to interpret health trends across your book
• •Ability to design customer engagements accordingly
• •Ability to derive maximum value from Relay
• •Ability to ensure site expansion
• •Ability to ensure customers derive maximum value from Relay
• •Ability to ensure site-level success
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to be a 'flex-athlete' of various industries you support
• •Ability to define 'what good looks like' across diverse segments
• •Ability to ensure these customers remain a vital part of our steep growth trajectory
• •Ability to influence our GTM strategy
• •Ability to drive expansion in markets with a wide array of applications and use cases
• •Ability to thrive and react to changing business needs within a high-growth environment
• •Ability to contribute to writing the playbook rather than just following one