Customer Success Manager II - Industrial Markets
AI summary of the role
Relay seeks a Customer Success Manager II for its Industrial Markets sector, owning net-revenue growth for a portfolio of mid-market and enterprise multi-site accounts.
What you’ll do
- Own net-revenue growth of your portfolio, minimizing contraction and driving user expansion, feature upsells, and hardware refreshes.
- Perform strategic account mapping and multi-threading to build champions across departments, sites, and corporate functions.
- Partner with Sales to execute a 'Bottoms-Up, Tops-Down' expansion strategy using site-level successes to grow corporate partnerships.
- Use data to interpret health trends across your book and design customer engagements that ensure maximum value realization.
What you’ll bring
- 5+ years of experience in Customer Success, Account Management, or Sales.
- Proven track record managing complex, multi-site B2B accounts with account-based motion growth, preferably in Industrial, Manufacturing, or Logistics sectors.
- Strong commercial negotiation skills, comfortable owning a revenue number and navigating complex contract negotiations.
- Data and technical curiosity to master a sophisticated hardware+software platform and articulate technical advantages.
Technologies
hardware+software platform · AI · TeamTranslate · data analytics · CRM
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:
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
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 ...] 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: 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 E [... source excerpt omitted ...] izations 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 manuf
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