Customer Success Manager - Hospitality

Customer Success Manager I - Hospitality

Relay is the Intelligent System of Action for the physical economy. We transform analog frontline operations into a data‑rich, AI‑powered ecosystem.

We are a hyper‑growth company serving over 10% of the Fortune 500 and a dozen of the Fortune 100. Our platform captures one billion new data points weekly and includes award‑winning AI tools.

We offer a full‑time, in‑office role in Raleigh, NC requiring four days per week in the office and up to 20% travel.

As a Customer Success Manager for Enterprise Multi‑Site Hospitality, you will be the key strategist managing a portfolio of major hotel brands and management companies. You will drive value realization, account expansion, and site‑level success to support our enterprise growth.

• Account Based Selling & Multi‑threading
  • Execute a bottom‑up, top‑down strategy with Sales, using site wins to accelerate expansion.
  • Perform deep organizational mapping to cover property and corporate stakeholders.
• Revenue Ownership (Retention & Expansion)
  • Own net‑revenue growth of your portfolio—minimize contraction, drive user expansion, and enable upsells and hardware refreshes.
• Strategic Value Realization & Book Management
  • Use data to interpret health trends and design customer engagements.
  • Ensure customers derive maximum value and achieve site‑level success.
• Cross‑Functional Advocacy
  • Act as the voice of the customer, relaying feedback to internal teams.
  • Partner with Support and Billing to resolve escalations timely.

• Experience
  : 3–5 years in Customer Success, Account Management, or Sales with a proven track record of retention, expansion, and lead generation.
• Revenue Ownership
  :
  Strong commercial negotiator comfortable owning revenue numbers and complex contracts.
• Self‑Starter & Constant Learner
  :
  Entrepreneurial spirit and deep market understanding to craft effective account strategies.
• Data & Technical Curiosity
  :
  Ability to learn and master a sophisticated hardware‑software platform and integrate AI insights.
• Strategic Communication
  :
  Ability to frame risks and opportunities for customers and advocate internally.
• Technical Aptitude
  :
  Capability to articulate Relay’s technical advantages over legacy radio systems.
• Builder Mentality
  :
  Thrive in a high‑growth environment and help write the playbook.

• 100% paid health, dental, vision, long/short‑term disability, and life insurance.
• Generous paid time off.
• 401(k) savings plan with company match.
• Baby cash reward and paid parental leave.
• Wellness perks: onsite fitness center, instructor‑led classes, and outdoor amenities.
• Free snacks and fun times.
• Latest tech and standing desks.

All team members are expected to work from the office a minimum of three days per week to foster collaboration and deep relationships.

At this time Relay is unable to provide sponsorship for employment. Applicants must be legally authorized to work in the U.S. and not require future sponsorship.