Customer Success Coordinator

The Customer Success Coordinator is a key driver of account health and value realization across our SMB accounts. In this role, you will manage accounts through a defined stage of the customer journey, focusing on site-level adoption, customer engagement, and retention support. Our CSC’s ensures that our customers are consistently leveraging Relay’s core platform features to drive daily operational excellence.

In this position, you will execute across a defined lifecycle stage for a wide array of use cases across various industries. You will learn to interpret health metrics, conduct structured discovery to uncover operational challenges Relay can solve, and build reliable relationships across customer sites. The focus is on maintaining strong account stability, identifying early expansion signals, and helping safeguard our retention targets.

Relay is at a transformative inflection point, moving from a product-centric communications business to a platform-centric AI leader for the frontline. As a CSC I for our SMB accounts, you are the frontline practitioner ensuring this vision translates into real-world value for our clients. You will work within a defined customer journey, blending automation and human involvement, and leverage pattern recognition to suggest process improvements, making you an important contributor to our team's success and the customer experience.

What You'll Do:

• 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.
  
  

What You'll Have:

• 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.

Nice to Have:

• 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

About Relay | Culture, Benefits & Perks

Our culture hinges on Relayers getting LIT up in an environment that fosters Learning, Impact, and Teamwork, where we CHASE the best work of our lives. We call this BWIML (Best Work In My Life).

At Relay, we offer:

• 100% Paid Insurance: Health, Dental, Vision, Long/Short Term Disability, and Life Insurance for you and your dependents
• Generous Paid Time Off
• 401(k) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Wellness Perks: If you’re joining our Raleigh-based HQ, you’ll have access to a world-class onsite fitness center with instructor-led classes, plus tennis, basketball, pickleball, and cycling
• Team Events & Culture: From company celebrations to team outings, we work hard and have fun doing it.
• Latest tech, standing desks, and all the tools and software you need to thrive

The future of frontline work is being built here. Come build it with us. We can’t wait to hear from you.

The Relay Hybrid Work Model

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.

At this time Relay is unable to provide sponsorship for employment. In order to be considered for employment, applicants must be currently legally authorized to work in the US and not require future sponsorship in order to continue working for Relay.