Customer Success Coordinator

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.

• 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 Team Translate, 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.

The Customer Success Coordinator is a key driver of account health and value realization across our SMB accounts. In this role, you will manage accounts through a defined stage of the customer journey, focusing on site-level adoption, customer engagement, and retention support. Our CSC’s ensures that our customers are consistently leveraging Relay’s core platform features to drive daily operational excellence.

In this position, you will execute across a defined lifecycle stage for a wide array of use cases across various industries. You will learn to interpret health metrics, conduct structured discovery to uncover operational challenges Relay can solve, and build reliable relationships across customer sites. The focus is on maintaining strong account stability, identifying early expansion signals, and helping safeguard our retention targets.

Relay is at a transformative inflection point, moving from a product-centric communications business to a platform-centric AI leader for the frontline. As a CSC I for our SMB accounts, you are the frontline practitioner ensuring this vision translates into real-world value for our clients. You will work within a defined customer journey, blending automation and human involvement, and leverage pattern recognition to suggest process improvements, making you an important contributor to our team's success and the customer experience.

• Retention & Expansion Support:
  Support net-revenue goals for SMB accounts by driving consistent adoption, safeguarding retention, and flagging site-level expansion opportunities (e.g., user growth, standard feature upsells, and scheduled hardware refreshes).
• Value Realization & Book Management:
  Actively monitor account health across the defined customer lifecycle using standard metrics and usage data. Leveraging status reporting to identify adoption trends, helping customers understand their usage and maximize ROI.
• Relationship Building:
  Establish and maintain reliable, cross-departmental relationships with key operational stakeholders. You will track account updates and organizational changes to maintain a strong rapport and ensure Relay remains embedded in daily operations.
• Discovery & Product Credibility:
  Conduct discovery to identify common site-level operational challenges. Applying a strong foundational knowledge of Relay, you will recommend practical solutions and frame opportunities around clear customer outcomes.
• Cross…