Strategic Account Manager
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 a Strategic Account Manager, you'll be the cornerstone of key Relay customer relationships. You'll be a strategic partner to leaders and end users at individual site deployments within Relay’s most strategic logos (Fortune 50 companies), deeply understanding their use cases & performance, overarching business priorities, technology stack, and desired outcomes. Your ability to combine relationship management, clear internal and external communication, and a data-driven approach to performance measurement will be key to fostering long-term partnerships and maximizing customer value.
Success in this role will be defined by:
- Strong NPS scores and product engagement
- Consistent and meaningful feedback from sites on product performance and use cases
- Discovery of new stakeholders and product opportunities (growth & use cases) within the logo through strong site-level relationships
- Ability to brief on client business priorities, tech stack insights, and where Relay fits into and can support broader business outcomes
- Client retention and site-level growth
What You'll Do:
- Relationship Management: Build and nurture strong, trusted relationships with key stakeholders across site-level client organizations, from end-users to management. Act as the primary point of contact for all post-sales activities, ensuring high levels of client satisfaction.
- Customer Advocacy & Growth: Proactively identify opportunities for product adoption, expansion, and new use cases within existing deployments. Advocate internally for client needs and collaborate with product, customer success, and support teams to ensure their success.
- Performance Management & Optimization: Monitor and analyze client usage, health metrics, and performance data to proactively identify trends, opportunities, and risks. Develop and present data-driven insights and recommendations to optimize their use of our solutions and achieve their business objectives.
- Technical Acumen: Develop a deep understanding of our clients' technology stacks, infrastructure, and workflows. Be able to confidently discuss requirements and potential challenges, bridging the gap between business needs and technical solutions.
- Issue Resolution & Escalation: Partner closely with Customer Success and Support to effectively manage and resolve client issues and escalations in a timely and professional manner, coordinating with internal teams as needed to ensure swift resolution.
- Business Reviews: Lead regular business reviews with clients to review performance, showcase value, and align on future strategies.
- Feedback Loop: Gather and synthesize client feedback to contribute to product development, service improvements, and overall customer experience.
What You'll Have:
- 7-10 years of experience in account management, customer success, or strategic consulting, specifically managing high-value, Fortune 500 enterprise-level accounts.
- 3+ years of experience working with complex technology stacks or SaaS infrastructure
- Proven track record of building and nurturing trusted, long-term relationships with stakeholders across all levels, from end-users to management.
- Adept at analyzing client usage, health metrics, and performance data to provide actionable insights and recommendations.
- Possesses a deep understanding of complex technology stacks, infrastructure, and workflows to bridge the gap between business needs and technical solutions.
- Exhibits strong internal and external communication skills for briefing business priorities and leading regular business reviews with clients.
- Skilled at identifying new stakeholders and expansion opportunities (growth and use cases) within existing strategic logos.
- Demonstrated partnership skills with Customer Success and Support teams to quarterback a pod-structured effort to manage and resolve client issues and escalations professionally.
- Experienced in synthesizing client feedback and acting as the voice of the customer internally to contribute to product development and overall service improvements.
- Expertise using data analytics tools (e.g., Salesforce, Tableau, or internal health dashboards) to monitor usage metrics and deliver quarterly business reviews.
- Consistently maintains high Net Promoter Scores (NPS) and manages site-level relationships across large organizations with multiple stakeholders.
- Achieved measurable success in identifying expansion opportunities and maintaining a client retention rate of 90% or higher within a strategic portfolio.
- Bachelor’s degree from an accredited institution or equivalent work experience.
- Experience with people management is a plus
Location and Travel Expectations
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. We ask our teams to work from our amazing Raleigh headquarters on Mondays, Wednesdays, and Fridays.
We expect this role to travel up to 50% domestically.
Why Join Relay?
- A Proven Winner: Join a hyper-growth company trusted by over 40 of the Fortune 500 and a dozen of the Fortune 100.
- High Value, High Impact: With 47% of our revenue coming from $100K+ ARR customers and a 135% Net Revenue Retention (NRR), you will be joining a company rooted in value creation.
- Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, which has seen 500% YoY growth.
- World-Class Leadership: Our already stellar C-suite has been bolstered by leaders to help us scale toward our next major milestones.
- The Relay Culture: Work from our amenity-rich Raleigh campus (fitness center, sports courts) with 100% paid health insurance and a team dedicated to "Best Work In My Life" (BWIML).
About us: Relay culture, benefits & perks:
Our culture hinges on Relayers getting LIT up in an environment that fosters learning, impact, and teamwork (LIT) where we can *CHASE*the best work in our lives. We call this BWIML (pronounced bee wimmel = Best Work In My Life)!
It's truly amazing what engaged team members can achieve together. Our ever-evolving list ofbenefits and perks means you'll be able to integrate work into your whole life, focus on health, perform impactful work, grow and learn in your role, look after yourself/your family, and invest in your future.
At Relay, we offer...
- 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability, and Life Insurance benefits for you and those who depend on you
- Generous Paid Time Off
- 401(K) Savings Plan + Company Match
- Baby Cash Reward + Paid Parental Leave
- Wellness Perks, including a world-class onsite fitness center with instructor-led classes + locker room, as well as endless outdoor amenities, whether tennis, basketball, cycling, or pickleball is your jam
- Free Snacks and Fun Times
- Latest tech, standing desks, and all the accessories and software you need to succeed in your role
Ready to build something great with us? We can't wait to hear from you.