Sr. Manager, Customer Success Onboarding Center of Excellence
AI summary of the role
Relay is hiring its first Senior Manager of Customer Success Onboarding Center of Excellence to architect and scale the onboarding engine for multi-site enterprise customers across Hospitality, Industrial, and Healthcare segments.
What you’ll do
- Architect the end-to-end onboarding journey for all industry segments and revenue motions (Mid-Market to Enterprise Multi-Site).
- Recruit, hire, and lead a new team of Onboarding Specialists.
- Identify and forge relationships with Enterprise customer stakeholders to design onboarding and continued education programs.
- Manage and iterate on the learning management platform (LMS) and equip Onboarding Specialists to train frontline managers.
What you’ll bring
- 7-10+ years in Customer Success, Implementation, or Professional Services with at least 3 years in a leadership role.
- Proven track record of building a sub-function from scratch.
- B2B Enterprise experience with bottoms-up multi-site motion.
- Data-driven with ability to identify bottlenecks in the onboarding funnel.
Technologies
CRM · LMS · AI · Project Management software · e-learning platform
About Relay
Digital banking platform for SMBs providing cash flow visibility, automated spend management, and bookkeeping integration to replace manual financial workflows.
Series B · 200–500 people
Source and classification
Deployment team leadership · Evidence for this classification:
Hospitality into Industrial segments (Manufacturing & Logistics environments) and Healthcare, our "bottoms-up" Enterprise Multi-Site motion requires a sophisticated, scalable engine to ensure every new location starts with a "win." You aren’t stepping in to manage a legacy process; you are being hired to architect the "People, Process, and Technology" required to take a customer from "Closed-Won" to "High-Adoption" across 10+ target markets and defined revenue motions. By centralizing onboarding, you will create structural leverage for the entire CS organization, allowing our CSRs to focus on account strategy and revenue, while your team ensures that every frontline worker and manager is empowered to use Relay to its full potential. This role’s mission is to build a world-class onboarding engine that reduces Time to Value (TTV) and drives early, sticky adoption. You will design
More from the job description
Relay is the Intelligent System of Action for the physical economy. While the digital revolution has historically 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 are building the digital foundation for the 80% of the global workforce that doesn't work at a desk. It is an incredibly exciting time to be joining Relay, given we've recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000. Why Join Relay? A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500 and a dozen of the Fortune 100. High Value, High Impact: With 47% of our revenue coming from $100K+ ARR customers and a 135% Net Revenue Retention (NRR), you will 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™, which has seen 500% YoY growth. World-Class Leadership: Our already stellar C-suite has been bolstered by leaders to help us scale toward our next major milestones. The Relay Culture: Work from our amenity-rich Raleigh campus (fitness center, sports courts) with 100% paid health insurance and a team dedicated to "Best Work In My Life" (BWIML). If you're passionate about technology, driven t [... source excerpt omitted ...] excited to join a company that's shaping the future of frontline work, we encourage you to explore opportunities at Relay! Overview We are seeking our inaugural Senior Manager, Customer Success Onboarding Center of Excellence. This is a foundational leadership role for a proven builder. As we expand beyond our stronghold in Hospitality into Industrial segments (Manufacturing & Logistics environments) and Healthcare, our "bottoms-up" Enterprise Multi-Site motion requires a sophisticated, scalable engine to ensure every new location starts with a "win." You aren’t stepping in to manage a legacy process; you are being hired to architect the "People, Process, and Technology" requ [... source excerpt omitted ...] empowered to use Relay to its full potential. This role’s mission is to build a world-class onboarding engine that reduces Time to Value (TTV) and drives early, sticky adoption. You will design distinct onboarding journeys that span the spectrum of our business: from high-velocity Mid-Market accounts to complex, large single-site rollouts, to forging corporate relationships with Enterprise logos, creating opportunities to incorporate Relay training into employee onboarding and continued education as we grow in the number of sites/facilities using Relay. You will scale how we train while ensuring credibility & effectiveness across a wide array of industries and revenue segments,
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