Director of Customer Success

Relay Payments is seeking an ambitious, solution-driven Customer Success Leader to join our fast-growing Revenue Team in Atlanta, GA. This role is foundational to the creation of Customer Success at Relay Payments. You will lead the vision for Customer Success, influence and align teams around the execution of the programs, and identify areas for improvement. We are looking for an experienced Customer Success Leader to drive the customer process from implementation, relationship management, and upsell. In this role, you will work closely with our customers, focused on value-based selling, helping to maintain revenue for the organization. This is a position that plays an integral role in the success of the  revenue team and the company as a whole. The ideal candidate brings a client-centric approach and loves building relationships with customers. Our customers are busy and transactional, so you will need to be fast-thinking and able to convey our product value in concise and streamlined conversations. 

About Relay Payments

Relay Payments is a venture-backed startup, building a contactless payment network in the transportation and logistics industry. We’re working hard to ensure America continues running during COVID-19, and well beyond. Our mission drives everything we do! The transportation and logistics industry has continued to run on cash and industry-specific checks (similar to cashiers checks) since the 1970s. Relay Payments is spearheading the modernization of payments, pushing the industry into the 21st century. We work with the largest Carriers, Freight Brokers, and 3PLs in the United States who care about their drivers to ensure that their products get to shelves quickly for consumer consumption.

We’re looking for ambitious team members who share our values and are ready to think bigger! 

Our Core Values 

  • Invent the Future - We embrace the spirit of invention, the idea that there’s always a better way. Together we dream big, fail fast, drive forward, and find creative solutions where others see roadblocks. We prize grit, resilience and speed as we work to transform our industry and to move it into the future.

  • Own the Work - Our work is a source of personal pride and fulfillment. We’re here because we relish a challenge and enjoy the exercise of proactively identifying and solving problems. We understand the power of accountability and are in constant pursuit of “more and better” for our customers, our partners and ourselves.

  • We’re in it Together - We’re all in, committed to, and driven by our shared ambition and vision; we understand that alignment and collaboration are imperative. We set aside our ego to actively sync with one another, becoming greater than the sum of our parts. We are consistently open and generous with information, clear, concise and direct in our communication.

About the Role

  • Drive the company’s Customer Success Strategy; Contribute to the growth of the Customer Success team.
  • Ensures timely, rapid, and successful customer onboarding, enablement, and training to help customers realize the business value of our partnership and offerings.
  • Anticipates customer needs and proactively addresses them, demonstrating lead time awareness, ensuring a frictionless renewal process, and ultimately positioning for growth.
  • Collaborates with customers and builds impactful relationships to achieve client objectives.
  • Thrives in ambiguity, is able to chart a path forward in a changing environment.
  • Maintains customer satisfaction by engaging the right teams, removing roadblocks, and influencing product roadmaps in support of our customers.
  • Helps identify and possess’ sales acumen and experience to facilitate additional revenue and upsell opportunities leveraging the sales team to close commercial opportunities.
  • Guides and supports customers through the organizational changes needed to unlock the full value of the product.
  • Assists with support escalation to ensure critical, business-impacting issues are resolved as quickly as possible.
  • Design and implements new playbooks and changes to existing playbooks as necessary
  • Operationalizes automated alerts and Early Warning System (Calls To Action) for CSMs and builds actions to address them.
  • Identifies new ways to increase automation and efficiency of the Customer Success team and works with cross-functional teams to implement these solutions.

About You

  • 7+ years of experience leading customer strategy in a complex environment – across enterprise and SMB customers. 
  • Startup experience preferably at a fintech, Saas organization. 
  • Customer Success experience with a strong background in strategy, planning, and communication. 
  • Technical background with a data driven approach to problem solving. Application savvy in analytics and customer insights
  • Passion for Customer Success and delivering value-realization outcomes to our customers
  • An ability to work very well independently yet with strong influencing skills and ability to work cross-functionally effectively in a rapidly changing environment
  • Excellence in communication, presentation and collaboration skills; ability to work with a variety of stakeholders including senior leaders
  • Excellent organization skills; experience maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues
  • Enjoys being challenged and is focused on continuous professional development and career progression

Why Relay Payments

  • This is a game-changing chance to join a well-funded, explosively growing start-up at the “ground floor”.
  • We are generously sharing equity in the company - everyone’s an owner!
  • We’ve taken the time to crack the code on what traits/characteristics are setting team members up to be wildly successful in our environment - and we’re committed to SHARING the formula and playbook!
  • Quarterly bonuses!
  • We treat you like an adult with our “Unlimited/Be Reasonable” PTO policy.
  • We offer competitive benefits including robust medical insurance and a 401k match.
  • And lots, lots more!

Relay Payments is an equal opportunity employer. At Relay Payments, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.

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