Customer Success Manager at Relay Robotics

San Antonio, Texas, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, HospitalityIndustries

Requirements

2–4+ years of experience in Customer Success, Account Management, or related roles in SaaS or enterprise technology; robotics experience is a plus
Proven success driving retention, growth (NDR/GRR), adoption, and value realization
Excellent relationship-building and consultative skills; able to connect business value across diverse stakeholder groups
Ability to influence change and support customers through operational/process transformation
Experience managing multi-stakeholder, multi-user environments
Outstanding written, verbal, and presentation skills
Highly organized, proactive, and effective at managing a portfolio of accounts while balancing competing priorities
Comfortable working cross-functionally in a fast-paced, high-growth environment
Familiarity with CRM/analytics tools (e.g., Salesforce, Monday, Looker)

Responsibilities

Lead onboarding for new customers, create launch plans, and define success metrics and timelines
Build and maintain strong relationships with key stakeholders and decision-makers across healthcare and hospitality accounts
Monitor customer health, including adoption, utilization, renewal risk, and expansion potential
Conduct regular business reviews (QBRs), share actionable insights, align on value delivery, and identify growth opportunities
Partner cross-functionally with Sales, Product, Support, and Marketing to escalate issues, influence product improvements, and drive customer outcomes
Own renewal and expansion discussions in collaboration with Sales/Account teams
Analyze customer data to identify usage trends, risks, and optimization opportunities
Advocate for customers internally by representing their needs and feedback to product and leadership teams
Develop and maintain account plans, notes, and documentation in CRM and analytics tools
Serve as the point of escalation for customers and ensure timely, effective issue resolution

Skills

Key technologies and capabilities for this role

Customer SuccessCustomer OnboardingStakeholder ManagementQBRsCustomer Health MonitoringRenewal ManagementExpansion StrategyData AnalysisCross-functional CollaborationHealthcareHospitality

Questions & Answers

Common questions about this position

What experience is required for the Customer Success Manager role?

Candidates need 2–4+ years of experience in Customer Success, Account Management, or related roles in SaaS or enterprise technology, with robotics experience being a plus. Key skills include proven success driving retention and growth, excellent relationship-building, ability to influence change, and outstanding communication skills.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position, or is there a location requirement?

This information is not specified in the job description.

What is the company culture like at Relay Robotics?

The company is growing quickly, partners with major health systems nationwide, and operates in a fast-paced environment that requires cross-functional collaboration, strategic thinking, strong operational execution, and a data-driven approach.

What makes a strong candidate for this Customer Success Manager role?

A strong candidate has 2–4+ years in Customer Success or Account Management in SaaS/enterprise tech, proven track record in driving retention and growth, excellent relationship-building skills, and the ability to manage multiple priorities in a fast-paced, cross-functional setting.

Relay Robotics

Develops autonomous delivery and service robots

About Relay Robotics

Relay Robotics develops autonomous mobile delivery and service robots designed to work alongside humans in various industries, particularly healthcare and hospitality. Their robots perform essential tasks such as transporting pharmacy orders and specimen samples in hospitals, allowing healthcare staff to concentrate on patient care. Equipped with secure payload RFID scanning, these robots ensure a reliable chain of custody for transported items, setting them apart from competitors. In the hospitality sector, their service robots assist hotels by managing routine tasks, enabling staff to focus on providing personalized guest experiences. Relay Robotics operates on a business model that includes selling and leasing robots, along with offering maintenance and support services, ensuring consistent revenue. The company's goal is to enhance operational efficiency and improve service delivery while promoting respect, dignity, and teamwork through technology.

San Jose, CaliforniaHeadquarters

2013Year Founded

$9.7MTotal Funding

SERIES_ACompany Stage

Robotics & Automation, Healthcare, Consumer GoodsIndustries

51-200Employees

Risks

Competition from companies like Starship Technologies threatens Relay Robotics' market share.

Potential regulatory changes could increase compliance costs for indoor robots.

Rapid expansion may lead to integration challenges and operational disruptions.

Differentiation

Relay Robotics specializes in autonomous service robots for healthcare and hospitality sectors.

The company integrates RFID technology for secure and reliable delivery in healthcare.

Relay Robotics supports open-source software, fostering innovation and collaboration.

Upsides

Growing demand for contact-free solutions boosts Relay Robotics' market potential post-pandemic.

Increased adoption of robots in healthcare improves efficiency and reduces human error.

Hospitality industry's focus on technology enhances demand for Relay's service robots.

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