Jobs in Raleigh, NC

About the role

As a Senior Manager of Customer Success, you are a highly active GTM leader accountable for the performance and health of your segment through your team's execution. This is not a coordination or liaison role. You elevate account strategy, lead a team of Customer Success Reps with a high bar, and operate as a strong cross-functional partner to Sales, Product, and Marketing. You are expected to shape outcomes, while managing high confidence execution in your team's books of business. You will be both strategically sharp and operationally grounded, knowing when to engage directly on critical accounts and when to step back and ensure the system is working at scale. You will iterate on the playbooks that drive how your segment wins and lead and develop a team that executes with increasing autonomy and skill over time, ensuring high effectiveness in CSRs leading customer outcomes. Customer Success is a primary lever for Relay's growth and long-term customer value. This role sits at the center of that motion. You will not only drive segment performance, but directly influence how Relay wins with its customers. Your insights will inform GTM strategy, refine the playbooks that scale across the business, and drive high impact in near-term and long-term outcomes.

What you'll bring

• 8+ years of experience in Account Management, Customer Success, or Sales roles within a SaaS or hardware/software company, with a track record of growing and deepening enterprise partnerships over time.
• 3+ years in a direct leadership role managing Customer Success Managers or Account Managers, with demonstrated ability to develop teams executing against enterprise accounts.
• Proven experience managing high-touch, multi-site, or enterprise customer portfolios with complex, multi-stakeholder buying centers.
• Demonstrated ownership of business outcomes including retention, expansion, and lifecycle performance, with specific results you drove, not just team activity.
• Experience coaching individual reps to improved performance, developing durable skill rather than only running enablement programs.
• Track record of holding a high performance bar with candor, including accurate talent calibration and managing performance directly.
• Strong ability to identify structural patterns, diagnose root cause, and drive resolution across functions.
• Ability to operate effectively in ambiguity, actively collecting context you need to iterate without relying on fully detailed playbooks or SOPs handed to you.
• Strong cross-functional leadership and stakeholder management skills at the senior level.
• Excellent communication skills, with the ability to translate complex segment dynamics into clear, structured signal for executive leadership.
• Ability and eagerness to travel ~25%

Benefits