Senior Manager, Expansion Customer Success

Relay - Raleigh, NC

Full-time - Mid Level

Raleigh, NC

Publishing Industries

About the position

Relay, a Raleigh-based tech startup, is quickly growing as a product solution for enterprise customers. We have ambitious goals to rapidly develop our product, expand our customer base, and be a market leader as a software-based communication solution for the active workforce. 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 Customer Success team within Operations to support this growth. We are currently seeking a Senior Manager for our Expansion Customer Success Team who will thrive in a dynamic start-up environment where new standards are still being set. 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 approximately 20% travel. Do you want to help mold and improve the customer experience from onboarding to renewals while building out a new mission focused on expansion and growth? Join us and you can help create the playbook while delivering results directly with customers.

Responsibilities

• Take ownership of framing and leading the revenue expansion mission within the Customer Success function, developing it from concept to execution in a fast-paced and evolving environment.
• Identify and define key objectives, strategies, and metrics for success in collaboration with cross-functional teams.
• Gain team alignment on the execution of revenue expansion mission through framing action plans, delegating tasks, and establishing growth objectives.
• Find opportunities and drive initiatives, leveraging data-driven findings that expand revenue, focusing on upsell and cross-sell opportunities within the customer base.
• Collaborate with the team to execute specific growth initiatives and ensure alignment with broader company objectives and continuous progress monitoring.
• Proactively refine tactics based on team feedback and market trends.
• Identify and set revenue targets for the expansion team, informed by data-driven insights and ongoing analysis of market trends and teams portfolio and work closely with leadership to align on goals and initiatives.
• Monitor and evaluate expansion analytics, providing regular updates on the team's performance, deal pipeline, key expansion accounts, and inform on trends.
• Collaborate on forecasting efforts, ensuring that strategic adjustments are made based on qualitative and quantitative learnings.
• Stay close to customers within your team's portfolios to develop an understanding of their needs, use cases, and pain points.
• Effectively communicate trends in customer needs to company leadership.
• Support the team in pinpointing and addressing potential churn risks, surfacing trends that drive customer hardships, and ensuring a high renewal rate and long-term customer loyalty.
• Leverage data insights to analyze trends in customer behavior, validate decisions, and implement action plans that improve customer retention across various account segments.
• Iterate on key learnings and playbooks within your teams portfolios and provide feedback and updates to the Director of Customer Success.
• Lead, mentor, and develop a team of Customer Success Managers focused on customer retention and revenue growth.
• Set clear performance objectives, provide regular coaching, and conduct performance evaluations.
• Uncover opportunities for training and skill development to enhance the team's ability to drive expansion and growth, ensuring they are equipped to excel in their roles.
• Empower the team to proactively support their portfolio of customers and expand their product usage.
• Support the team in ongoing product training, customer education, and overall system and process knowledge.
• Continuously improve customer success processes, playbooks, and documentation to support the team's ongoing development and success.
• Implement scalable strategies that enhance the customer journey from onboarding to renewal.
• Successfully drive change management initiatives to ensure smooth adoption of new processes and tools, minimizing disruption, and maximizing effectiveness across the team.
• Provide regular updates to the Director of Customer Success on team effectiveness and results, customer health, and opportunities for growth.
• Share findings and trends that can inform strategic decision-making.
• Preemptively identify and communicate necessary tasks, plans, and due dates, ensuring alignment with broader company and expansion objectives.
• Clearly and proactively articulate proposed actions, the rationale behind them, and the timeline for completion, keeping leadership informed and engaged in the team's progress.

Requirements

• 3+ years experience in a Customer Success Manager, Account Management, and/or Client Development role with both a retention and revenue growth focus in a B2B environment.
• 3+ years experience in a people leadership role with experience in building revenue growth motions and strategies.
• An A-player and high-achiever who is passionate about customer success and hungry to excel.
• A self-starter with strong critical thinking skills.
• Comfort with Ambiguity: Experience in building and leading initiatives from 0-1, with a demonstrated ability to thrive in environments with minimal direction and evolving priorities.
• Resilience and Proactivity: Strong problem-solving skills, with the ability to proactively uncover and address challenges and opportunities in the early stages of mission development.
• Deeply analytical and data curious: can uncover and use data across multiple data sources to help structure the team's thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems.
• Identifies gaps, provides solutions, and can drive on implementing the solutions proactively.
• Can drive on multiple initiatives at the same time and comfortable with task switching.
• Self-driven work ethic and strong organizational skills.
• Proven track record of successfully collaborating cross-functionally and building and supporting relationships with all levels of seniority.
• Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy.
• Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes.
• Ability to thrive and react to changing business needs within a startup environment.
• Ability to travel 20% of the time.

Nice-to-haves

• Bachelor's Degree in Business or a related field is preferred.
• Knowledge and experience using and supporting enterprise software.
• Experience with CRM and customer success platforms (bonus points for experience with Zoho and Totango).
• Experience working at a series-b or earlier stage/high growth startup.

Benefits

• 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