Customer Success Manager I - Hospitality

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has often 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’re building the digital foundation for the 80% of the global workforce that doesn't work at a desk.

Why Join Relay?

A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500, continuing to move upmarket with massive impact.

High Value, High Impact: With 47% of our revenue from $100K+ ARR customers and 135% Net Revenue Retention (NRR), you'll 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™, with 500% YoY growth.

World-Class Leadership: Our stellar leadership team is built to help us scale toward our next major milestones.

The Relay Culture: We’re dedicated to helping you do the best work of your life (BWIML), investing in your growth through L.I.T., living our CHASE values, and learning from incredibly talented, supportive teammates who make the work (and the wins) better every day.

Now, here’s what we’re building, and where you come in.

This is a hybrid role based in our Raleigh, NC headquarters, requiring 3 days per week in the company office (Monday/Wednesday/Friday). This role is anticipated to have travel requirements up to 20%.

Role Overview:

At Relay, our Customer Success Manager (Enterprise Multi-Site Hospitality) role involves serving as a customer strategist responsible for managing an expanding portfolio of Enterprise Multi-Site accounts that showcase the versatility of the Relay platform. It is a key revenue-generating and strategic partnership position within the Hospitality sector. The focus is on value realization, account-based expansion, and fostering site-level success to promote growth within broader Enterprise contexts.

This team goes beyond maintaining current states; they drive significant value from existing sites and develop multi-threaded relationships from frontline teams to corporate offices. Ensuring customers leverage Relay’s core value proposition and latest roadmap applications is essential for driving operational excellence.

Relay is at a transformative inflection point, and our Hospitality segment is the cornerstone of our enterprise growth strategy. As a CSM in this sector, you will manage a sophisticated book of business consisting of major hotel brands and management companies, requiring you to be an expert in hospitality operations and guest experience workflows. You will have the opportunity to define "what excellence looks like" at scale, ensuring these high-profile customers remain a vital part of our steep growth trajectory.

What you will do:

Account Based Selling Multi-threading:

Execute a "Bottoms-Up, Tops-Down" strategy in partnership with Sales, leveraging site-level wins to accelerate logo velocity and expansion across national hospitality brands and management companies.

Perform deep organizational mapping to ensure total coverage, engaging both property-level General Managers and regional/corporate-level stakeholders.

Revenue Ownership (Retention Expansion):

Own the net-revenue growth of your portfolio, which includes minimizing contraction, driving user expansion, and enabling feature upsells and hardware refreshes across your existing sites.

Strategic Value Realization Book Management:

Use data to interpret health trends across your book and design customer engagements accordingly.

You are responsible for customers deriving maximum value from Relay, ensuring site-level success, site expansion, and, where applicable, progressing corporate partnerships. You embody the brand and build trust in Relay with every customer interaction.

Cross-Functional Advocacy:

Serve as the "Voice of the Customer" internally by relaying property-level feedback and operational friction points to internal teams to ensure a seamless customer experience.

Partner with Support and Billing to ensure any escalations have timely resolution.

What You'll Have

Experience: 3-5 years of experience in Customer Success, Account Management, or Sales. Proven track record of retention, expansion, and lead generation from your book of business.

Proven Revenue Ownership: Strong commercial negotiator anchored in driving value and win-win outcomes. You are comfortable owning a revenue number, navigating complex contract negotiations, and connecting product metrics to a customer’s bottom line.

Self-Starter Constant Learner: You have an entrepreneurial spirit and aim to deeply understand the varied markets in your command, enabling effective account strategies that lead customers to achieve their goals with Relay.

Data Technical Curiosity: Technology is ever-changing; you can iterate and build from an informed perspective, drawing …