Enterprise Customer Success Manager

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. Why Join Relay? 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 TeamTranslate™, 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. This is a hybrid role based in our Raleigh, NC headquarters, requiring 3 days per week in the company office (Monday - Friday). This role is anticipated to have travel requirements up to 40%. Role Overview As an Enterprise Customer Success Manager (Hunter) , you are the strategic "break-in" specialist for Relay’s most ambitious target accounts. You own the critical "0-to-1" stage of our Enterprise Multi-Site revenue motion. Your mission is to navigate the disconnect in frontline technology, proving that Relay is not just a radio replacement, but a vital technology solution that unlocks expanded value, from real-time translation and smart communication applications to critical safety features. This role requires a true chameleon. One day, you are deep in the trenches on a loud production line or a bustling hospital floor, earning the trust of frontline operators through deep workflow empathy. The next day, you are in a corporate boardroom, translating that "boots on the ground" reality into a sophisticated ROI narrative for senior leadership. You own the narrative control of performance, navigating technical hurdles and manufacturing the site-level success required to unlock six figure+ corporate decisions. Why this role? Relay is at a transformative inflection point. As an Enterprise CSM (Hunter), you are the tip of the spear for our expansion into new segments like automotive manufacturing, steel recycling, and healthcare. You aren't just following a static script; you are responsible for customizing the playbook for each unique Enterprise target to achieve the strategic advances we need. You will have the opportunity to define "what good looks like" in untapped markets, building momentum within target accounts with a deep understanding of site level success and broader Enterprise value and growth opportunity. If you are a high-velocity "Hunter" who loves the thrill of the "break-in," the challenge of organizational mapping, and the chance to directly shape a high-growth GTM strategy, this role offers unparalleled impact and visibility. Primary Responsibilities Enterprise "Headpin" Mastery: Lead the end-to-end execution of high-impact site deployments within target named accounts. You own the site-level experience, ensuring "Time-to-Value" is immediate and that every hurdle, technical, behavioral, or change management related, is cleared to manufacture a successful outcome. Establish the success criteria per proof of concept/pilot based on the Enterprise strategy and target value proposition. Orchestrate and progress all key milestones, ensuring highly proactive awareness of all performance indicators (positive or negative), leading internal escal…