Relay
Senior Manager, Customer Success
Raleigh, NC +1 · Manager · Full-time · Posted Jun 26, 2026
- Location
- Raleigh, NC
Raleigh, NC, United States - Experience
- 8+ years in Account Management, Customer Success, or Sales; 3+ years in direct leadership managing Customer Success Managers or Account Managers. Ability and eagerness to travel ~25%.
About the job
Leads Relay’s Customer Success team and segment performance, improving retention, expansion, and customer outcomes across Mid-Market and Enterprise accounts.
What you'll do
- Own segment retention and expansion; refine onboarding, adoption, renewal, and lifecycle strategies.
- Lead, coach, and develop a team of 7 to 10 CSMs, building strong execution, autonomy, and accountability.
- Diagnose account and segment patterns, resolve cross-functional issues, and communicate actionable insights to senior stakeholders.
What they ask for
- 8+ years of experience in Account Management, Customer Success, or Sales roles within a SaaS or hardware/software company.
- 3+ years in a direct leadership role managing Customer Success Managers or Account Managers.
- Experience managing high-touch, multi-site, or enterprise customer portfolios with complex, multi-stakeholder buying centers.
- Demonstrated ownership of retention, expansion, and lifecycle outcomes, with specific results driven.
Tools
CRM
AI focus
Relay uses AI tools to transcribe and summarize interviews for internal hiring purposes; candidates may opt out without impact to their candidacy.
Model-written summary · the original posting is authoritative