Senior Manager, Customer Success

Responsibilities

• Set high standards for account strategy across complex Mid-Market and Enterprise accounts
• Own segment retention and expansion outcomes through proactive customer journeys
• Identify recurring patterns and structural performance drivers across accounts
• Lead and develop a team of 7 to 10 Customer Success Managers
• Partner with Sales, Product, and GTM leadership to align on segment strategy
• Analyze leading indicators for churn risk, adoption gaps, and expansion blockers

Requirements

• 8+ years of experience in Account Management, Customer Success, or Sales in SaaS or hardware/software
• 3+ years in a direct leadership role managing CSMs or Account Managers
• Proven experience managing high-touch, multi-site, or enterprise customer portfolios
• Demonstrated ownership of retention, expansion, and lifecycle performance
• Experience coaching individual reps to improve durable skills
• Ability to travel approximately 25%
• Strong cross-functional leadership and stakeholder management skills

About the Company

Relay is the Intelligent System of Action for the physical economy, transforming analog frontline operations into a data-rich, AI-powered ecosystem for the deskless workforce.