Enterprise Customer Success Manager at Relay

Raleigh, North Carolina, 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

Technology, SaaSIndustries

Requirements

Based in Raleigh, NC, and interested in working in person 3+ days per week
Passionate about technology, driven to make a difference, and aligned with a bigger mission

Responsibilities

Manage the entire customer life cycle for enterprise customer accounts (within North America and Latin America), including Fortune 500 customers and new verticals, covering onboarding (training, account configuration, & implementation), ongoing engagements to nurture relationships, ensure delivery of value proposition, and revenue retention
In partnership with Enterprise Sales, 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, from end users to executive leadership, by ensuring thorough support and engagement
Communicate regularly with customers to develop a deep understanding of their unique business needs, industry requirements, and Relay’s current and future applications
Serve as the voice of the customer, advocating for rapid iteration internally within operations, product development, engineering, and leadership to meet diverse needs
Lead the customer communication plan and internal coordination/resolution of highly complex and/or critical customer questions/issues, including fiscal year budget plans, outages, etc
Serve as the subject matter expert on Relay product and merchandising, including device hardware, accessories, Relay App, Dash, Connectivity, and service plans
Proactively monitor the performance and engagement of your account portfolio, driving needed actions to deliver Relay’s value proposition
Understand the company's competition and effectively position solutions against them to achieve revenue retention and expansion
Create custom assets as needed to assist enterprise customer accounts

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementSaaSEnterprise ClientsClient Retention

Questions & Answers

Common questions about this position

Is this role remote or office-based?

This role is based in Relay's Raleigh, NC headquarters and requires working in person 3+ days per week.

What are the main responsibilities of the Enterprise Customer Success Manager?

The role involves managing the entire customer lifecycle for enterprise accounts including onboarding, implementation, ongoing engagements for value delivery and revenue retention, partnering with sales for growth opportunities, and building relationships across customer organizations.

What is the company culture like at Relay?

Relay fosters a vibrant culture of empowerment and engagement with over 215 team members, encouraging everyone to do their best work in a world-class Raleigh campus environment designed for collaboration and innovation.

What benefits does Relay offer?

Relay provides a comprehensive benefits package that prioritizes work/life integration and supports personal and professional development.

What kind of candidate is Relay looking for?

Relay seeks candidates passionate about technology, driven to make a difference aligned with a bigger mission, and excited to join a fast-growing company shaping the future of frontline work.

Relay

Communication platform for workforce efficiency

About Relay

Relay is a communication platform aimed at improving workforce efficiency, especially for workers who do not have access to traditional communication tools or who use walkie-talkies. The platform utilizes Push-to-Talk (PTT) technology, which allows users to communicate instantly without the limitations of traditional walkie-talkies, such as limited range and security concerns. Relay includes features like GPS tracking, emergency alerts, and works on both mobile and desktop devices, all controlled through a voice interface. Unlike its competitors, Relay focuses on providing a subscription service that includes software integrations and regular updates to adapt to the changing needs of businesses. The main goal of Relay is to enhance communication for active workers, ensuring they can connect efficiently and safely.

Raleigh, North CarolinaHeadquarters

2015Year Founded

$46.7MTotal Funding

SERIES_BCompany Stage

Consulting, Enterprise SoftwareIndustries

201-500Employees

Benefits

Health, dental & vision

PTO

Paid sick leave

401(k) with 3% match

Paid parental leave

Connection & wellness credit

Equipment & tools

Flexible work environment

Free snacks & fun times

Risks

Emerging competitors like Apiture and Vantaca threaten Relay's market share.

Rapid AI translation advancements by others could outpace Relay's TeamTranslate feature.

Reliance on Series B funding may lead to financial instability if growth targets aren't met.

Differentiation

Relay offers real-time language translation for frontline teams, enhancing communication efficiency.

The platform integrates GPS tracking and emergency alerts, ensuring worker safety and coordination.

Relay's voice interface eliminates the need for traditional bulky walkie-talkies, improving mobility.

Upsides

Relay's Series B funding of $35M supports growth in productivity and safety features.

The demand for cloud-based communication platforms is rising, benefiting Relay's scalable solutions.

Advancements in voice interface technology enhance Relay's user interaction and accessibility.

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