Strategic Customer Success Manager
Posted on 2/3/2024
Relay

201-500 employees

Enterprise communication software
Company Overview
Relay is on a mission to help frontline workers by building a platform that makes them feel better, faster, and safer than ever before. Relay has designed, built, and launched an entirely new product category – a simple, rugged, internet-enabled smart-device and all the software that runs it – that is disrupting the handheld radio industry for B2B enterprise clients and non-desk workers.

Company Stage

Series A

Total Funding

$13M

Founded

2015

Headquarters

Raleigh, North Carolina

Growth & Insights
Headcount

6 month growth

10%

1 year growth

51%

2 year growth

84%
Locations
Raleigh, NC, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Management
Business Strategy
CategoriesNew
Business & Strategy
Sales & Account Management
Requirements
  • Bachelor’s Degree in Business, Communications or a related field is preferred
  • 3+ years experience in Customer Success Management and/or Account Management
  • Self driven work ethic and strong organizational skills
  • Excellent analytical and communication skills
  • Proven track record of successfully building and supporting relationships with all levels of seniority
  • Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
  • Ability to thrive and react to changing business needs within a startup environment
  • Ability to travel up to 40% of the time
Responsibilities
  • Manage the entire customer life cycle for strategic customer accounts
  • Leverage key learnings, relationships and insights from your portfolio to identify targets for revenue growth
  • Build valuable relationships across multiple levels in a customer’s organization
  • Communicate regularly with customers to develop a deep understanding of their unique business needs
  • Serve as the voice of the customer, advocating for rapid iteration internally within operations, product development, engineering, and leadership
  • Lead the customer communication plan and internal coordination/resolution of highly complex and/or critical customer questions/issues
  • Serve as the subject matter expert on Relay product and merchandising
  • Proactively monitor the performance and engagement of your account portfolio
  • Understand company's competition and effectively position solutions against them to achieve revenue retention and expansion
  • Create custom assets as needed to assist Strategic customer accounts’ unique Relay requirements
Desired Qualifications
  • Direct experience supporting Fortune 500 customers in either a Customer Success or Account Management role
  • Knowledge and experience using and supporting enterprise software
  • Experience with CRM and ticketing tools