Sr. Manager, Customer Success Onboarding Center of Excellence

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. 

We are seeking our inaugural Senior Manager, Customer Success Onboarding Center of Excellence. This is a foundational leadership role for a proven builder. As we expand beyond our stronghold in Hospitality into Industrial segments (Manufacturing & Logistics environments) and Healthcare, our "bottoms-up" Enterprise Multi-Site motion requires a sophisticated, scalable engine to ensure every new location starts with a "win."

You aren’t stepping in to manage a legacy process; you are being hired to architect the "People, Process, and Technology" required to take a customer from "Closed-Won" to "High-Adoption" across 10+ target markets and defined revenue motions.

By centralizing onboarding, you will create structural leverage for the entire CS organization, allowing our CSRs to focus on account strategy and revenue, while your team ensures that every frontline worker and manager is empowered to use Relay to its full potential.

This role’s mission is to build a world-class onboarding engine that reduces Time to Value (TTV) and drives early, sticky adoption. You will design distinct onboarding journeys that span the spectrum of our business: from high-velocity Mid-Market accounts to complex, large single-site rollouts, to forging corporate relationships with Enterprise logos, creating opportunities to incorporate Relay training into employee onboarding and continued education as we grow in the number of sites/facilities using Relay. You will scale how we train while ensuring credibility & effectiveness across a wide array of industries and revenue segments, while investing in leverage such as e-learning platform management and Enterprise account-based opportunities for training & implementation. This is a high-visibility role reporting directly to the SVP of Customer Success. You will have a seat at the table as we define our GTM strategy during a hyper-growth phase. If you thrive on the challenge of turning "zero into one" and want to build the engine that enables customers to start their Relay journey through the next $100M of Relay’s growth, we want to talk to you.

• Architect the end-to-end onboarding journey for all industry segments (Hospitality, Industrial, Education, etc.) and revenue motions (Mid-Market to Enterprise Multi-Site).
• Recruit, hire, and lead a new team of Onboarding Specialists, fostering a culture of extreme customer-centricity and operational excellence.
• Lead the majority of onboarding responsibilities, migrating away from Core CSRs handling all aspects, which creates clarity for the customer in driving the implementation and onboarding, while setting up the Core CSR for long-term partnership success.  

• Identify and forge relationships with Enterprise customer stakeholders to design onboarding and continued education programs for Relay, where we’ve reached notable location growth.  Design leverage in how Relay facilitates site-level onboarding consistency across multiple facilities under an Enterprise customer.

• Manage & continue iterating on the effectiveness and role of our learning management platform (LMS), featuring e-learning videos and resources for customer administrators.
• Equip Onboarding Specialists to master the art of "Training the Trainer," ensuring frontline managers, who are often resource-strained, can effectively champion Relay to their teams.

• Define how we map a customer’s unique business needs (safety, workflows, asset tracking) to the Relay software/hardware configuration.
• Design deployment schedules that respect the operational realities of frontline environments while hitting aggressive adoption milestones.

• Establish and own TTV benchmarks by industry and revenue segment.
• Measure and improve the "health" of an account 30/60/90 days post-implementation.
• Optimize the cost-to-serve for onboarding, ensuring headcount is allocated effectively to drive the highest ROI.

• Proven Builder: 7-10+ years in Customer Success, Implementation, or Professional Services, with at least 3 years in a leadership role. You have a track record of building a sub-function from scratch.
• Master of Process & Scale: You think in systems. You can turn a chaotic, manual process into a repeatable, scalable playbook.  You build leverage and invest in technology to enable team efficiencies and drive needed customer outcomes. 
• B2B Enterprise Experience: You understand the "bottoms-up" multi-site motion and know how to navigate the tension between site-level needs and corporate strategy.
• Frontline Empathy: You understand that our customers work in "heads-up" environments (factories, hotels, schools) and you design training that fits into their busy shifts and resonates with them.
• Data-Driven: You know how to use data to identify bottlenecks in the onboarding funnel and pivot quickly.
• Tech Savvy: Familiarity with CRM platforms, various AI applications, LMS tools, and Project Management software to enable repeatability and scaled leverage.

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.