Customer Success Director

| Chicago
Relayr is the Industrial Internet of Things (IIoT) powerhouse delivering the most complete solution for risk-free digital transformations. Our unique value stack combines pioneering IIoT technologies with skilled delivery, exclusive financing, and risk-free insurance models. 
We unleash data insights from existing equipment, machines and production lines to improve our customers’ business outcomes. With around 300 employees, we are a truly global family with locations in Germany, the USA, Poland, Italy, and the UK. Named twice the hottest start-up in Berlin by WIRED magazine and a winner of The Spark - the German Digital Award, relayr is now part of the Munich Re group.
Relayr is seeking an authentic, and collaborative Customer Success Director to join our newly created Customer Success team, reporting to the VP Customer Success. The position will ensure the successful long-term partnership with our customer(s), encompassing the achievement of identified and agreed outcomes for the partnership and the individual organizations within it. You will be ultimately accountable for this and will have two direct reports. This position is based in Chicago, IL

Key Responsibilities:

  • Leading by example: Ensure that the relayr values and culture are distilled through the Customer Partnership Team and that communication from the team to the rest of the business is clear, concise and well thought out to ensure alignment and clear understanding.
  • Enabling Customer Success: Enable our Customers to be successful by supporting them in meeting their business outcomes through the delivery of the appropriate relayr portfolio and be accountable for Customer onboarding, adoption, and expansion with high levels of customer satisfaction.
  • Enabling relayr success: Accountable for the Profit & Loss of named account(s), ensuring we meet long term financial plans for each customer account.
  • Delivery & Execution: As a minimum, meet the agreed customer Service Levels and bring a pro-active, preventative and continuous improvement methodology to customer support.
  • Customer Satisfaction: Work collaboratively with customers, set expectations, and agree deliverables & milestones. Communication in an open fashion to ensure transparency at all times and ensure risks are communicated, discussed and mitigated.
  • Structure & Readiness: Ensure the Customer Success Team is structured for success, understands the identified outcomes and value pools for each customer and is able to scale to meet the business strategy and objectives. and that successor planning and personal development plans are in place.
  • People & Successor Planning: Develop a team of highly capable and motivated people and empower and enable them to be successful. Ensure that Successor Planning is in place for all roles and is regularly reviewed. For direct reports, ensure that personal development plans are in place and regular review sessions are taking place.
  • Performance & CSIP: Ensure tools are in place to enable measurement of performance against objectives and KPI’s and that a culture of continuous improvement is instilled in the team.

Ideally, you will have:

  • Strong Leadership, communication and interpersonal skills with capability of leading direct and matrix teams. Experience in a Customer Success, or similarly focused role, would be beneficial but candidates displaying the right attributes will also be considered.
  • Experience in delivering an end to end multi-year transformation programs with multiple workstreams.
  • Excellent account development, and highly developed commercial skills.
  • Experience in delivering new products and services into existing customer markets and managing them. Experience of P&L ownership and management and strong cost management ethos.
  • Business, Management or Leadership Degree would be beneficial but not mandatory.

We Offer:

  • Flexibility and safety are important to us! As a company we were quick to react when the Corona pandemic began, sending all our employees to work from home. If you start out as a new employee at relayr, you will be working from home, enjoy a structured digital onboarding programme and flexible working hours.
  • Office Locations in Munich, Berlin, Katowice, Milan, Chicago and Sales Teams across remote locations
  • Work life balance including a flexible work from home policy, vacation, holidays, and unlimited sick time
  • Relayrians come from all over the world, speak 20+ languages (working language is English), and welcome people of all ages and parental statuses. Our customers are as diverse as we are - join us to connect with a network of companies and people from around the globe
  • An extensive on-boarding period so you can get up to speed with the rest of the team
  • A learning environment where you can build upon your skills and interests, share knowledge, and attend events and conferences pertaining to your discipline
  • Competitive salary
  • A comprehensive benefits package which includes medical/dental/vision/life insurance, flexible spending account, and commuter benefits
  • 401(k) with employer match
  • Visit your customers on site and let us take care of your car expenses
  • We offer the ability to work in a cutting-edge field with the best people in the IoT industry!

At relayr, we are passionate about creating an inclusive workplace that promotes and values diversity. As firm believers in the power of different perspectives, we encourage our employees to share knowledge and exchange bold ideas to help innovation in the IoT industry thrive. We are committed to creating a fair, supportive, and open environment for all.

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311 South Wacker, Chicago, IL 60606

An Insider's view of relayr

What’s the vibe like in the office?

The culture in relayr’s Chicago office is unmatched and a breath of fresh air compared to other companies I’ve worked for in other major US cities. Working at relayr you will find that you’re surrounded by coworkers that you look up to and greatly respect as we are all experts in our own swim lanes.

Brittany Dweck

Senior Field Marketing Manager

What are relayr Perks + Benefits

Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Relayr employees can contribute up to $2,750 annually to their FSA and up to $5,000 to a dependent care FSA.
Disability Insurance
Relayr's disability insurance covers 60% of annual salary up to $2,000 per week for STD and up to $10,000 monthly for LTD.
Dental Benefits
Our Guardian dental plan covers 50%-100% of services.
Vision Benefits
Those who select vision through VSP will receive an allowance up to $150 and 20% which includes exams, lenses, frames, and contacts with up to 15% discount on LASIK.
Health Insurance Benefits
Relayr covers 80% of elected medical coverage premiums, and based on individual plan selection, relayr's health insurance policy covers 50%-100% of eligible charges for most covered expenses.
Life Insurance
Relayr's basic life and AD&D insurance will cover 100% of base salary to a max of $250,000, with an optional employee elective coverage to a max of $400,000.
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
relayr provides employees with a 401(k) matching plan. We match 50% of contributions up to 4% of an employee's annual gross pay.
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Relayr provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Relayr employees receive 15-20 days per year (based on seniority) of paid time off.
Paid Holidays
Paid Sick Days
Relayr allots employees 10 sick days
Perks & Discounts
Commuter Benefits
Relayr offers pre-tax commuter benefits for all employees.
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Relayr offers employees professional development opportunities like onsite training courses, the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Relayr hosts various brown bag sessions throughout the year.
Cross functional training encouraged
Promote from within
Time allotted for learning
Relayr allows employees time on the clock to practice continuous learning.
Customized development tracks
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