Relay, a Raleigh-based tech startup, is looking to change the way we communicate. We’re on a mission that matters, and we're hiring for a Director of Customer Success who will thrive in a dynamic 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 – a simple, rugged, internet-enabled smart-device and all the software that runs it – and we’re disrupting the handheld radio industry 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 and are expanding our Operations team to support this growth.
This role will be based in our North Hills, Raleigh, North Carolina HQ and we work in a hybrid model with 3 days in the office, 2 days remote, and will involve 20-30% domestic travel.
We are seeking a highly motivated Director of Customer Success to lead our customer success strategy and CS team who ensure the success and satisfaction of our SMB, Mid-Market and Enterprise customers. The ideal candidate will be a strategic thought leader, responsible for evolving a scalable customer experience for these segments from post sale through renewal; ensuring customer satisfaction, coaching team members to develop and maintain strong customer relationships, and ultimately driving high & predictable retention.
Responsibilities:
- Lead and manage mid level management within the Customer Success team
- Develop and iterate scalable customer life cycle milestone playbooks from post-sale, onboarding, through annual renewal that effectively train & nurture customer relationships ensuring retention of knowledge across varying levels of users and high customer account satisfaction with primary decision makers
- Ensure that the team meets or exceeds their individual and team targets for customer satisfaction and retention in alignment with business objectives and KPIs
- Conduct regular performance reviews and provide coaching, feedback, and mentoring to the team and managers to help them grow and develop
- Develop a portfolio strategy to support growth, deepening of industry knowledge and faster iterations to customer playbooks
- Deeply understand trending indicators for churn and lead initiatives through the organization to mitigate churn, failure to onboard, and sharpen company strategy for customer acquisition
- Help develop specialized customer account strategies to drive growth, retention, and/or improve satisfaction
- Build operational leverage into the CS org through use of process, platforms, and staffing strategy
- Collaboratively partner with sales, marketing, and product teams to support large customer acquisition initiatives and opportunities for upsell/cross-sell
- Develop and maintain relationships with key stakeholders within our larger customers' organizations, including ownership of escalations
- Embody a growth mindset and stay up-to-date with industry trends and best practices to ensure that the team is delivering a world-class customer success experience
Requirements:
- Proven track record of driving customer success, retention, and revenue growth in a scaling b2b SaaS tech startup environment
- Experience managing a variety of customer segments across multiple industries
- Demonstrated leadership abilities to manage and develop high performing teams
- Excellent communication and interpersonal skills with the ability to build strong relationships with customers and internal stakeholders.
- Data driven with strong analytical and problem-solving skills
- Deep knowledge of CRM systems and customer success software tools to leverage efficiencies and improve customer experience
- This role requires 20-30% travel to attend on-site customer meetings, conferences and industry events.
Preferred Qualifications:
- Experience supporting both hardware and software solutions
- Bachelor's degree in Business Administration, or a related field
- 5+ years of experience in customer success, account management, or a related field
- 2+ years of experience in a leadership role, managing a high performing team of CSMs, Account Managers, or similar customer facing functions
About us: company, culture & perks:
We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (best work in my life). It's truly amazing what happy, engaged team members can achieve. Our ever evolving list of** benefits **means you'll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future.
At Relay, we offer...
- 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you.
- Generous Paid Time Off
- 401(K) Savings Plan + Company Match
- Baby Cash Reward + Paid Parental Leave
- Annual credit towards items that promote productivity and/or wellness. This includes smartphones, fitness trackers, gym/fitness memberships, workout equipment and more.
- Free Snacks and Fun Times
- Latest tech, standing desks, and all the accessories and software you need to succeed in your role