Customer Success Coordinator

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.

• →Retention & Expansion Support: Support net-revenue goals for SMB accounts by driving consistent adoption, safeguarding retention, and flagging site-level expansion opportunities (e.g., user growth, standard feature upsells, and scheduled hardware refreshes).
• →Value Realization & Book Management: Actively monitor account health across the defined customer lifecycle using standard metrics and usage data. Leveraging status reporting to identify adoption trends, helping customers understand their usage and maximize ROI.
• →Relationship Building: Establish and maintain reliable, cross-departmental relationships with key operational stakeholders. You will track account updates and organizational changes to maintain a strong rapport and ensure Relay remains embedded in daily operations.
• →Discovery & Product Credibility: Conduct discovery to identify common site-level operational challenges. Applying a strong foundational knowledge of Relay, you will recommend practical solutions and frame opportunities around clear customer outcomes.
• →Cross-Functional Collaboration: Serve as a trusted internal voice for the customer. Partner with Product, Marketing, and Sales to share common customer feedback, and collaborate with Support and Billing to ensure customer escalations are resolved promptly.
• →Operational Execution: Effectively utilize internal tools and systems to manage day-to-day account activities efficiently. You will flag process or technical friction points and follow established playbooks to ensure a smooth customer experience.
  
  

• At least 1 year of experience in a customer-facing or relationship-driven role such as Sales, Account Management, Customer Success, Teaching, or Sales Development.
• Effective Time Management & Prioritization: You can manage a high volume of accounts in motion without losing track of what needs attention. You triage well and follow through.
• Commercial Awareness: You are comfortable discussing contract renewals, identifying expansion signals, and highlighting product value.
• Clear Communication: Strong verbal and written communication skills. You can organize complex details into easy-to-understand updates and approach challenging conversations with empathy and professionalism.
• Genuine Curiosity: Eagerness to learn industry trends and understand the unique needs of your assigned market segments to build trust with customer contacts. Seek to understand the "why" behind the work and actively build on your own expertise.
• Technical Aptitude: Ability to quickly learn and navigate an integrated hardware + software platform. You can comfortably explain Relay’s core functional advantages and help users transition from legacy tools.
• Comfort with Evolving Tools: Open to and curious about AI-powered tools that support your work. You don't need to be an expert, but you're not resistant to learning new ways of working as the landscape changes.
• The "CSC" Mentality: Accountability and adaptability in a high-volume environment. You take feedback well, adjust quickly, and stay focused on the customer even when things are moving fast.

• Experience navigating customer conversations involving renewals, expansion opportunities, pricing, and product value.
• Experience owning a book of business and a revenue target
• Experience with Hubspot, Attention, Claude, Notion, or other tech foward AI tools

At Relay, relationships are at the core of everything we do - and this translates to how we approach our customers and our work internally. Relay strives to be long-term relational partners versus transactional vendors to our customers. You will be encouraged to get in front of our customers and/or attend a trade show as a Relayer, regardless of your role. 

Internally, Relayers endeavor to build authentic, caring, and trusted relationships with each other.

With these principles in mind, and because we believe relationships are formed more quickly and deeply in-person, we greatly value the power of collaborating together with our customers on-site at their properties, and with each other in our spectacular and amenity-rich office.

Our relational approach is also at the heart of why we ask all Relayers in our hybrid model to work from the office a minimum of 3 days per week.