Relay
EnterpriseCustomerSuccessManager
“Enterprise Customer Success Manager at Relay. Skills: Enterprise Customer Success, Account Management, Sales, B2B accounts, Strategic Discovery, Revenue Momentum, Cross-Functional Advocacy. Lead the end-to-end execution of high-impact site deployments within target named accounts. Own the site-level experience, ensuring "Time-to-Value" is immediate and that every hurdle, technical, behavioral, or change management related, is cleared to manufacture a successful outcome”
What You'll Achieve.
Achieve strategic advances; Define "what good looks like" in untapped markets; Building momentum within target accounts; Achieve the strategic advances we need; Manufacture a successful outcome; Manufacture positive success stories at the site-level; Set the strategy for long-term account scaling; Progressing “bottoms-up” growth; Balance revenue growth with product readiness; Lead successful outcomes; Ensure they remain healthy, high-utilization reference points that serve as the catalyst for broader expansion
Industry & Context.
Navigate technical hurdles; Overcoming hurdles
Requires 3 days per week in the company office (Monday - Friday), Travel requirements up to 40%, Willingness to travel up to 40%, Ability and willingness to travel up to 40%, On it and present where the work happens
What They're Looking For.
Must Have
5+ years of experience in Customer Success, Account Management, or Sales, Proven track record of managing complex, multi-site B2B accounts through a "Bottoms-Up, Tops-Down" motion, Ability to adapt your tactics and communication style to achieve desired advances across a multitude of stakeholders, from production line workers to C-suite executives, Curiosity and capability to master a sophisticated hardware+software platform, Ability to articulate Relay’s advantages over legacy incumbents in terms of safety, connectivity, and various use case enablement, Ability to frame complex risks and opportunities with logic and empathy, Master of discovery, gathering the intel that sets up the entire organization for future success, Willingness to travel up to 40%
Nice to Have
Experience with AI to teach yourself the nuances of new industry segments quickly, Thrive in ambiguity and create success where a playbook might not yet exist, Motivated by "winning" through achieving big goals and seeing your cross-functional team succeed
What You'll Do.
Lead the end-to-end execution of high-impact site deployments within target named accounts
Own the site-level experience
ensuring "Time-to-Value" is immediate and that every hurdle
or change management related
is cleared to manufacture a successful outcome
Establish the success criteria per proof of concept/pilot based on the Enterprise strategy and target value proposition
Orchestrate and progress all key milestones
ensuring highly proactive awareness of all performance indicators (positive or negative)
leading internal escalation through to resolution
to successfully manufacture positive success stories at the site-level
Expertly map the broad stakeholder landscape of an enterprise
from the line supervisor to regional leadership
Gather the market intelligence and "corporate leverage points" required to set the strategy for long-term account scaling
Use early success in 1-2 locations to "work the org map"
Forge the credibility and trust needed to demonstrate Relay’s value
and earn initial introductions and access to the broader organization progressing “bottoms-up” growth
Convey ground-level learnings that directly shape our product roadmap and broader Go-To-Market strategy
ensuring we balance revenue growth with product readiness
Lead the site level success
overcoming hurdles in your way
through partnership & collaboration with cross-functional counterparts in Tech Support
Product & Solutions Engineering
Collaborate with Sales & Marketing on account strategy and case study development to position site-level success within the broader enterprise organization
Lead continued site success post initial site(s) conversion
particularly during the critical early stages of an Enterprise Multi-Site account strategy
Full life-cycle management of "headpin" sites
ensuring they remain healthy
high-utilization reference points that serve as the catalyst for broader expansion
Own the seamless "overlap-to-handoff" to Sales and CS reps
ensuring no detail is missed for the team that will scale & farm the logo once Enterprise leverage has been established
How You'll Work.
Team & Collaboration
Partner and collaborate with cross-functional counterparts in Tech Support, Product & Solutions Engineering; Collaborate with Sales & Marketing on account strategy and case study development; Ensure seamless "overlap-to-handoff" to Sales and CS reps
Communication Scope
Strategic Communication; Ability to adapt your tactics and communication style
Process & Methodology
Lead the end-to-end execution of high-impact site deployments, Orchestrate and progress all key milestones
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