Customer Success Specialist II- Hospitality
AI summary of the role
This Customer Success Specialist II role is a revenue-owner and value-driver within Relay's hospitality sector, managing a dedicated mid-market book of business.
What you’ll do
- Own net-revenue growth for a mid-market portfolio, safeguarding retention and identifying site-level expansion opportunities (user growth, feature upsells, hardware refreshes).
- Proactively manage accounts across the lifecycle using data to assess performance, prioritize efforts, and connect trends to customer behavior and industry context.
- Cultivate intentional stakeholder relationships across departments and functions to strengthen rapport and embed Relay into daily operations.
- Independently conduct discovery to uncover business problems Relay can solve beyond current usage, framing opportunities in terms of customer outcomes and operational impact.
What you’ll bring
- 3+ years in Customer Success or Account Management managing a high-volume book of mid-market accounts with a proven track record of retention, expansion, and lead generation.
- Ability to independently interpret health and usage metrics to assess account performance and recommend next best actions.
- Proven experience owning a revenue expansion and retention number, comfortable navigating contract renewals.
- Strategic communication skills to synthesize complex customer data into clear narratives and navigate difficult conversations.
Technologies
Relay platform · AI-powered tools · hardware + software platform · customer success tools · analytics tools
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
Customer adoption & accounts · Evidence for this classification:
requirements up to 20%. Role Overview: The Customer Success Specialist II (Hospitality) is a vital revenue-owner and value-driver within our hospitality sector. The role is a tactical strategist responsible for managing a dedicated Mid-Market book of business, focusing on site-level health, value realization, and retention. Our CSS’s ensure that our customers are leveraging Relay’s core value proposition and latest roadmap applications to drive operational excellence. In this role, you will master the customer life-cycle for a wide array of use cases. Our specialists independently interprets health metrics, conducts deep discovery to uncover unique business problems Relay can solve, and builds multi-threaded relationships within accounts. The focus is on mid-market site stability, identifying expansion opportunities that fuel our growth while maintaining a "lockdown" defense on
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. With a staggering 461% three-year revenue growth rate, Raleigh, NC-based Relay was recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000. 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. 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 tec [... source excerpt omitted ...] is is a full-time, in-office role based in our Raleigh, NC headquarters, requiring 4 days per week in the company office (Monday - Friday). This role is anticipated to have travel requirements up to 20%. Role Overview: The Customer Success Specialist II (Hospitality) is a vital revenue-owner and value-driver within our hospitality sector. The role is a tactical strategist responsible for managing a dedicated Mid-Market book of business, focusing on site-level health, value realization, and retention. Our CSS’s ensure that our customers are leveraging Relay’s core value proposition and latest roadmap applications to drive operational excellence. In this role, you will master the cu [... source excerpt omitted ...] CSS in Hospitality, you are the practitioner ensuring this vision translates into reality across a variety of hospitality accounts. This role offers the opportunity to develop the customer journey for a portfolio where no two days are the same. You aren't just following a playbook; you are using pattern recognition across different accounts to refine how we position value, making you a key contributor in shaping our customer and whole-product experience. What You'll Do: Revenue Ownership (Retention & Site Expansion): Own the net-revenue growth for your mid-market portfolio. You are responsible for safeguarding retention and identifying site-level expansion opportunities, such a
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