Customer Success Manager

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Relay Robotics

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Healthcare Insurance • Robotics • Hospitality

Relay Robotics is a company that specializes in autonomous delivery robots designed specifically for hospitals and hotels. These robots support staff in mundane tasks, enhancing efficiency and employee satisfaction while also improving patient outcomes and customer service. Relay delivery robots can navigate complex environments and ensure safe transportation of items, thereby addressing staffing challenges and reducing operational costs.

51 - 200 employees

Founded 2013

⚕️ Healthcare Insurance

📋 Description

• Lead onboarding for new customers, create launch plans, and define success metrics and timelines • Build and maintain strong relationships with key stakeholders and decision-makers across healthcare and hospitality accounts • Monitor customer health, including adoption, utilization, renewal risk, and expansion potential • Conduct regular business reviews (QBRs), share actionable insights, align on value delivery, and identify growth opportunities • Partner cross-functionally with Sales, Product, Support, and Marketing to escalate issues, influence product improvements, and drive customer outcomes • Own renewal and expansion discussions in collaboration with Sales/Account teams • Analyze customer data to identify usage trends, risks, and optimization opportunities • Advocate for customers internally by representing their needs and feedback to product and leadership teams • Develop and maintain account plans, notes, and documentation in CRM and analytics tools • Serve as the point of escalation for customers and ensure timely, effective issue resolution

🎯 Requirements

• 2–4+ years of experience in Customer Success, Account Management, or related roles in SaaS or enterprise technology; robotics experience is a plus • Proven success driving retention, growth (NDR/GRR), adoption, and value realization • Excellent relationship-building and consultative skills; able to connect business value across diverse stakeholder groups • Ability to influence change and support customers through operational/process transformation • Experience managing multi-stakeholder, multi-user environments • Outstanding written, verbal, and presentation skills • Highly organized, proactive, and effective at managing a portfolio of accounts while balancing competing priorities • Comfortable working cross-functionally in a fast-paced, high-growth environment • Familiarity with CRM/analytics tools (e.g., Salesforce, Monday, Looker)

🏖️ Benefits

• Join a pioneering robotics company transforming the healthcare and hospitality industries • Work with a collaborative, passionate, and mission-driven team • Play a key role in scaling innovative technology with real-world impact • Be part of a dynamic organization where your contributions are visible and meaningful