Customer Success Specialist II- Specialty Markets

Relay, a high growth Raleigh, NC- based tech startup, is looking to change the way we communicate. We’re on a mission that matters, and we're hiring for a Customer Success Manager who will thrive in a dynamic, high-growth start-up environment. Frontline workers are the lifeblood of our economy, and we're building the cloud platform that makes them better, faster and safer than ever before.

Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights. Here at Relay, we've designed, built and launched an entirely new product category and we're disrupting the handheld radio industry.

What is Relay? A platform that includes a simple, rugged, internet-enabled smart-device, and all the software that runs with it, for B2B clients and frontline workers across multiple industries and verticals. We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities. We are expanding our Customer Success team to support this growth!

This is a hybrid role where you will be in the Relay HQ/office three days a week;
Mondays, Wednesdays, and Fridays. These purposeful in-person days allow for maximum collaboration across our teams as we continue to rapidly grow!

The Customer Success Specialist II - Specialty Markets is a vital revenue-owner and value-driver within our diverse Specialty Markets sector—encompassing segments such as Education, Golf, Facility Management, Healthcare, and others. The role is a tactical strategist responsible for managing a dedicated Mid-Market book of business, focusing on site-level health, value realization, and retention. Our CSS’s ensure that even in markets with varying levels of scale, our customers are leveraging Relay’s core value proposition and latest roadmap applications to drive operational excellence.

In this role, you will master the customer life‑cycle for a wide array of use cases. Our specialists independently interprets health metrics, conducts deep discovery to uncover unique business problems Relay can solve, and builds multi-threaded relationships within accounts. The focus is on mid‑market site stability, identifying expansion opportunities that fuel our growth while maintaining a “lockdown” defense on retention targets.

As a CSS in Specialty Markets, you are the practitioner ensuring this vision translates into reality across a variety of unique environments—from the golf course to the hospital wing. This role offers the opportunity to develop the customer journey for a diverse portfolio where no two days are the same. You aren't just following a playbook; you are using pattern recognition across different industries to refine how we position value, making you a key contributor in shaping our customer and whole-product experience.

• Revenue Ownership (Retention & Site Expansion):
  Own the net-revenue growth for your mid-market portfolio. You are responsible for safeguarding retention and identifying site-level expansion opportunities, such as user growth, feature upsells, and proactive hardware refreshes.
• Value Realization & Book Management:
  Proactively manage accounts across the lifecycle, using data to assess performance and prioritize efforts. You will move beyond status reporting to explain why metrics change, connecting trends to customer behavior and specific industry context (e.g., seasonal shifts in Golf or academic calendars in Education) to ensure maximum ROI.
• Multi-Threaded Relationship Building:
  Cultivate intentional stakeholder relationships across departments and functions. You will track professional milestones and organizational news to strengthen rapport, ensuring Relay is woven into the fabric of the customer’s daily operations.
• Outcome-Driven Discovery & Product Credibility:
  Independently conduct discovery to uncover business problems Relay can solve beyond current usage. Apply in-depth product knowledge to solve site-level challenges. You will frame opportunities in terms of customer outcomes and operational impact, qualifying value with clear context…