Relay, a Raleigh-based tech startup, is looking to change the way we communicate. We’re on a mission that matters.   

Relay is quickly growing as a product solution for enterprise customers.  We have ambitious goals to rapidly develop our product, expand our customer base, and be a market leader as a software based communication solution for the active workforce. 

We are currently seeking a Manager, Customer Success Specialist Team that will thrive in a scrappy start-up environment where new standards are still being set. Do you want to help mold and improve the customer experience from trial to ongoing support? Join us and you can help create the playbook while delivering results directly with customers. 

Frontline workers are the lifeblood of our economy and we’re building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights. 

Here at Relay, we’ve designed, built, and launched an entirely new product category – a simple, rugged, internet-enabled smart-device and all the software that runs it – and we’re disrupting the handheld radio industry for B2B clients and frontline workers across multiple industries and verticals. We’ve achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities and are expanding our operations team to support this growth.

We are currently seeking a Manager for our Customer Success Specialist Team who will thrive in a dynamic start-up environment. 

This role will be based in our North Hills, Raleigh, North Carolina HQ and we work in a hybrid model with 3 days in the office, 2 days remote, and will involve approximately 20% travel.

Primary Responsibilities

• Empower the team to proactively support their portfolio of customers and expand their product usages. Support the team in ongoing product training, customer education, and overall system and process knowledge
• Act as a point of contact for team on any platform related questions/concerns, bubbling up any widespread issues, or improvements that could be made to improve customer or team experience
• Proactively identify, create, and improve processes and supporting documentation, inclusive but not limited to new hire onboarding, ongoing product updates, SMB customer journey and overall resource building for the team’s ongoing development
• Stay close to customers within the CSS/SMB team portfolios to develop an understanding of their needs, use cases, and pain points. Effectively communicate trends in customer needs to company leadership  
• Serve as the subject matter expert on Relay product line including device hardware, accessories, Relay App, Dash (dashboard), and service/connectivity options
• Help team identify and communicate opportunities for upsell of additional Relay products
• Work cross-functionally to triage and serve as the voice of the customer and the CSS team to ensure that the wide variety of needs are being met
• Monitor analytics and reporting for your team’s portfolio and help team escalate plans with customers whose performance or engagement falls below target metrics and help ensure proper traction and adoption to process
• Serve as an escalation contact for issue resolution, support, and training with Customer Success Specialist team members and new hires
• Iterate on key learnings and playbooks within the Customer Success Specialist portfolio and provide feedback and key updates to the Director of Customer Success
• Responsible for managing and guiding the Customer Success Specialists including setting team objectives/goals, providing coaching and mentoring, conducting performance evaluations, and fostering a positive and productive team culture

Required Qualifications

• Bachelor’s Degree in Business or a related field is preferred
• 3+ years experience in a Customer Success Manager role and/or Account Management in a B2B/B2C environment
• 1+ years experience in a people leadership role
• An A-player and high-achiever who is passionate about customer success and hungry to excel
• Strong critical thinking skills and ability to work proactively
• Deeply analytical: can use data to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems
• Identifies gaps, provides solutions, and can drive on implementing the solutions proactively
• Can drive on multiple initiatives at the same time and comfortable with task switching 
• Self driven work ethic and strong organizational 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 handle ambiguous or challenging situations and drive to mutually agreeable outcomes
• Ability to thrive and react to changing business needs within a startup environment
• Ability to travel 20% of the time

Preferred Qualifications

• Knowledge and experience using and supporting enterprise software
• Experience with CRM and customer success platforms (bonus points for experience with Zoho and Totango)
• Experience working at a series-a or earlier stage startup 

About us: company, culture & perks:

We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (best work in my life).

It’s truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits means you’ll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future. At Relay, we offer...

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Annual credit towards items that promote productivity and/or wellness. This includes smartphones, fitness trackers, gym/fitness memberships, workout equipment and more.
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

About us: company, culture & perks:

First and foremost our culture hinges on growth, impact, and connection where Relayers can do the best work in their lives.

It’s truly amazing what happy, engaged team members can achieve. Our ever-evolving list of benefits means you’ll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future. 

At Relay, we offer...

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits 
• Generous Paid Time Off 
• 401(K) Savings Plan + Company Match
• Baby Birth Cost Assistance + Paid Parental Leave
• Wellness/connection perks and benefits-annual credit towards a phone, fitness tracker or other workout equipment
• Free Snacks and Fun Times
• Latest PCs/Macbooks, standing desks, and all the accessories and software you need to succeed in your role