Customer Success Specialist II- Hospitality

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

Why Join Relay? A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500, continuing to move upmarket with massive impact. High Value, High Impact: With 47% of our revenue from $100K+ ARR customers and 135% Net Revenue Retention (NRR), you'll 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™, with 500% YoY growth. World-Class Leadership: Our stellar leadership team is built to help us scale toward our next major milestones. , living our CHASE values, and learning from incredibly talented, supportive teammates who make the work (and the wins) better every day.

Now, here’s what we’re building, and where you come in. This is hybrid role based in our Raleigh, NC headquarters, requiring 3 days per week in the company office (Monday/Wednesday/Friday).

Requirements

up to 20%. Role Overview: The Customer Success Specialist II (Hospitality) is a vital revenue-owner and value-driver within our hospitality sector. The role is a tactical strategist responsible for managing a dedicated Mid-Market book of business, focusing on site-level health, value realization, and retention.

Our CSS’s ensure that our customers are leveraging Relay’s core value proposition and latest roadmap applications to drive operational excellence. In this role, you will master the customer life-cycle for a wide array of use cases. Our specialists independently interprets health metrics, conducts deep discovery to uncover unique business problems Relay can solve, and builds multi-threaded relationships within accounts.

The focus is on mid-market site stability, identifying expansion opportunities that fuel our growth while maintaining a "lockdown" defense on retention targets. Relay is at a transformative inflection point, moving from a product-centric communications business to a platform-centric AI leader for the frontline. As a CSS in Hospitality, you are the practitioner ensuring this vision translates into reality across a variety of hospitality accounts.

This role offers the opportunity to develop the customer journey for a portfolio where no two days are the same. You aren't just following a playbook; you are using pattern recognition across different accounts to refine how we position value, making you a key contributor in shaping our customer and whole-product experience.

What You'Ll Do

: Revenue Ownership (Retention & Site Expansion): Own the net-revenue growth for your mid-market portfolio. You are responsible for safeguarding retention and identifying site-level expansion opportunities, such as user growth, feature upsells, and proactive hardware refreshes. Value Realization & Book Management: Proactively manage accounts across the lifecycle, using data to assess performance and prioritize efforts.

You will move beyond status reporting to explain why metrics change, connecting trends to customer behavior and specific industry context to ensure maximum ROI. Multi-Threaded Relationship Building: Cultivate intentional stakeholder relationships across departments and functions. You will track professional milestones and organizational news to strengthen rapport and ensure Relay is woven into the customer’s daily operations.