Director, Customer Success - Industrial

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has historically 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 are building the digital foundation for the 80% of the global workforce that doesn't work at a desk.

It is an incredibly exciting time to be joining Relay, given we've recently ranked #175 on the Deloitte Technology Fast 500 and #920 on the Inc. 5000. 

As the Director, Customer Success - Industrial, you will be the foundational leader responsible for building and scaling our CS function within this new sector. We are looking for a high-leverage "builder" who can operate at both strategic and tactical levels to refine our Go-To-Market maturity across various Industrial segments (logistics, manufacturing, etc.). You will directly lead, hire, and develop a high-performance team to manage a diverse book of business, ranging from Mid-Market to Enterprise Multi-Site accounts. Your mission is to move beyond retention and design intentional customer journeys that drive measurable value realization and fuel our ambitious revenue growth on target accounts.

In this role, you will be a critical partner to our Sales organization, specifically by strengthening our Account-Based Sales motions. You will own the strategy for "farming" existing accounts, identifying expansion opportunities, and ensuring site-level success translates into broader enterprise-wide adoption. We need a reliable people leader with an entrepreneurial spirit who is experienced building a new sector and turning it into a scalable, data-driven operation. If you are a commercial negotiator who thrives on ownership and has a proven track record of leading teams through complex industrial hardware and software lifecycles, you will play a central role in accelerating Relay’s market disruption.

As the Director of Customer Success for our Industrial sector, you are the foundational architect of a new sector. This isn't just portfolio management; it’s a high-leverage opportunity to build a sub-function from scratch, hire your own team, and design the playbooks that turn site-level wins into massive enterprise expansions across target segments.

We need a "get-it-done" leader who thrives in the gap between high-level strategy and execution. You will have the autonomy to define the customer journeys for entirely new segments while directly influencing Relay’s revenue trajectory. If you are an entrepreneurial leader with deep Industrial roots and a hunger to scale a business in a high-growth startup environment, this is your seat at the table.

• →Team Leadership: Hire and develop a high-performance team of CS Managers and Specialists. You will be responsible for setting the standard for excellence within the Industrial sector and coaching your team to navigate complex, multi-site accounts and single-site accounts of varying scale and diverse books of business.
• →Playbook Development: Design and iterate on scalable customer lifecycle playbooks. You will define the journey from post-onboarding through renewal, ensuring clear revenue ownership and a sharp focus on upsell opportunities within the Industrial segment.
• →Sector Mastery: Build deep command of our Industrial segments to nurture executive-level relationships. You will ensure your team maintains high customer satisfaction by translating Relay’s value proposition into the specific operational language of our customers.
• →Performance Management: Own the delivery of team OKRs and revenue targets. You will lead regular performance reviews, identify skill gaps, and implement enablement programs (such as SPIN selling) to ensure the team operates at a high level of commercial proficiency.
• →Strategic Account Mapping: Partner with Sales to execute Account-Based strategies. You will influence segmentation and resourcing to ensure we are effectively "farming" parent accounts and unlocking lead generation for new site acquisitions alongside standard retention & existing site upsell efforts.
• →Revenue Intelligence: Deeply analyze leading indicators for contraction, adoption hurdles, and expansion objections. Use these insights to sharpen the customer journey and proactively mitigate churn risk within respective segments.
• →GTM Collaboration: You represent our Industrial customers for Product, Marketing, and Sales. You will provide the "on-the-ground" feedback loop necessary to refine our initial upsell testing and positioning for the broader Industrial Go-To-Market strategy.
• →Operational Leverage: Influence the evolution of the CS tech stack. Ensure your team has the data and tools required to manage site-level adoption while maintaining visibility into parent-level account health.
• →Executive Advocacy: Serve as a strategic advisor to key stakeholders within our largest accounts. You will manage high-level escalations and foster long-term partnerships that solidify Relay as a mission-critical component of their operations.

• Proven Builder: You have a track record of taking a sector from "early-stage chaos" to a mature, operating GTM motion. You can transition seamlessly between high-level strategy and getting into the weeds to solve tactical hurdles.
• Sector Expertise: 10+ years of experience in Customer Success, Account Management, or Sales, with at least 5 years in leadership managing both individual contributors and managers. Direct experience in Industrial or complex B2B SaaS environments is essential.
• High-Leverage People Leader: You don't just "manage" people; you develop them. You have a proven ability to hire top talent, set high performance standards, and build a culture of trust and accountability in high-growth environments.
• Revenue Ownership: You are a commercial leader who is comfortable owning a number. You have a background in complex negotiations and a history of driving expansion and retention results through strategic account planning.
• Entrepreneurial Spirit: You are a self-starter with a deep curiosity for the market. You don't wait for a playbook to be handed to you; you write it based on customer data and industry trends.
• Technical & Analytical Proficiency: You possess the curiosity to master a hardware+software product. You are data-driven and can leverage technology (including AI and CS platforms) to create operational leverage for your team.
• Strategic Communicator: You are an "over-communicator" by nature. You can manage up to executives, down to your team, and cross-functionally with Sales and Product to ensure total alignment on the Industrial strategy.

At Relay, we're building something special, and we believe our relationships with each other and our customers are the foundation of our success. Our hybrid work model is designed to foster these connections, giving you the best of both worlds: the power of in-person collaboration and the flexibility you need.