Customer Success Manager II - Industrial Markets

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 Managers (Industrial) are a critical revenue-owner and strategic partner within our rapidly evolving Industrial sector. This role serves as a customer strategist tasked with managing a growing portfolio of Mid-Market and Enterprise Multi-Site accounts. Reporting directly to the Director of Industrial Customer Success, you will focus on value realization, account-based expansion, driving site level success that unlocks growth within an Enterprise.

This team goes beyond maintaining current states; they drive significant value from existing sites, map complex customer organizations to 'farm' accounts, and develop multi-threaded relationships from frontline teams to corporate offices, and identify expansion opportunities that fuel our growth targets. You will own the post-onboarding journey, ensuring every industrial customer utilizes Relay in driving operational leverage in their businesses.

Relay is at a transformative inflection point, moving from a product-centric communications business to a platform-centric AI leader for the industrial frontline. As a CSM in our Industrial sector, you are at the tip of the spear for this evolution. You will have the opportunity to define "what good looks like" in sectors like steel recycling, automotive manufacturing, and logistics. This role offers high visibility, a direct path to influencing our GTM strategy, and the chance to own a significant piece of our steep growth trajectory.

What you will do:

Revenue Ownership (Retention Expansion): Own the net-revenue growth of your portfolio. You are responsible for minimizing contraction, driving user expansion, feature upsells, and hardware refreshes within your existing sites.

Strategic Account Mapping Multi-threading: I dentify and build champions across departments, sites, and corporate functions. You will perform deep organizational mapping to ensure total coverage, engaging both site operating leaders and executive decision-makers.

Account-Based Motion Partnership: Partner closely with Sales counterparts to execute a "Bottoms-Up, Tops-Down" strategy. Use your site-level successes to expand corporate-level partnerships that accelerate logo velocity across regional and national footprints.

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 while progressing corporate partnerships. You embody the brand and build trust in Relay with every customer interaction you lead.

Cross-Functional Advocacy : Serve as the "Voice of the Industrial Customer" internally. Partner with Product, Marketing and Sales as we refine our product offerings for the industrial frontline, including implementation of new hardware, deploying new features, and leading initial upsell motions within your book of business. Partner with Support and Billing, ensuring any escalations have timely resolution for your customers.

What You'll Have

Experience: 5+ years of experience in Customer Success, Account Management, or Sales. Proven track record of managing complex, multi-site B2B accounts with account-based motion growth, preferably within the Industrial, Manufacturing, or Logistics sectors.

Proven Revenue Ownership: Strong commercial negotiator anchored in driving value and win:win outcomes with customers. You are comfortable owning …