Account Manager

About Relay Payments

Relay Payments is a modern, digital payment network for the trucking and logistics industries. Trusted by more than 500,000 drivers, 100,000 carriers, and 3,000 truck stops nationwide, Relay has brought efficiency and automation to an industry historically reliant on cash, checks, and cards. Relay has joined forces with industry leaders like Pilot, Love's, Maverik, Schneider, Old Dominion, Lineage Logistics, and others to provide secure, reliable over-the-road transactions. Founded in 2019, our Atlanta-based fintech includes more than 150 team members and has won awards for product innovation, customer service, and organizational culture. For more information about Relay, visit relaypayments.com.

About The Role

We are seeking an Account Manager to support and grow our mid-tier carriers. In this role, you'll own customer relationships following onboarding and be accountable for driving long-term satisfaction, retention, product adoption, and revenue growth across your portfolio. You'll develop a deep understanding of each customer's business and execute strategies that increase revenue, improve account performance, uncover expansion opportunities, and increase customer satisfaction.

You will be part of a high-performing, customer-centric team that partners closely with our customers to help them realize ongoing value from Relay Payments. You'll oversee account health, manage customer escalations, monitor key metrics, and play a pivotal role in shaping and scaling the customer lifecycle beyond onboarding.

This role requires someone who is passionate about delivering an exceptional customer experience through increased product adoption, account expansion, and the timely resolution of customer needs and escalations. You're motivated by outcomes, driven by data, and energized by helping customers achieve great results with our products and services.

• Own a portfolio of mid-tier carrier customers and build trusted relationships with key stakeholders.
• Proactively engage customers to identify and drive expansion opportunities, increase satisfaction, and increase adoption across Relay's products and services.
• Meet or exceed defined goals related to revenue growth, sales quota, retention, product adoption, and customer satisfaction.
• Deliver a consistent and scalable customer experience across the entire post-onboarding lifecycle.
• Develop and execute account plans informed by customer goals, product usage, account health, and revenue potential.
• Lead regular customer meetings and business reviews that demonstrate value, assess performance, and identify upsell opportunities.
• Monitor customer health and performance metrics, translate insights into action, and maintain accurate account information and forecasts.
• Own customer escalations from initial identification through resolution, ensuring clear communication, urgency, and effective cross-functional coordination.
• Collaborate cross-functionally with Sales, Product, Customer Support, and Implementation teams to ensure a seamless customer journey and successful handoff.
• Champion customer feedback and communicate with internal stakeholders to inform the product roadmap and process enhancements.
• Leverage tools, AI, and automation to improve efficiency, strengthen customer insights, and scale account management practices.
• This role works Monday through Friday on a hybrid schedule-in-office at Cobb Galleria Monday, Tuesday, and Thursday.

About You

• 3+ years of experience in sales, implementation, partner management, customer success, or account management roles
• Proven success managing large customer portfolios, growing customer accounts, and reducing churn
• Demonstrated ability to identify expansion opportunities and influence customers to adopt additional products or services
• Confident handling escalations and navigating complex customer relationships
• Highly organized, metrics-driven, and energized by solving problems
• Strong collaborator with a customer-first mindset and a passion for relationship-building
• Entrepreneurial spirit; you love building, iterating, and improving
• Excellent written and verbal communication skills and executive presence, including the ability to present to customers' senior leaders and run effective internal and external meetings
• Comfortable using data to assess account performance, prioritize opportunities, and guide decisions
• Trucking industry experience is a strong plus

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.

Why Relay Payments

• This is a game-changing chance to join one of Atlanta's best-funded, most well-positioned fintech start-ups.
• We are generously sharing equity in the company - everyone's an owner!
• We invest in your future with our 401K match program and dedicated personal/professional development funds.
• Do what's best for your mental, physical and emotional health with our "Be Reasonable" PTO policy.
• We offer competitive benefits including medical, dental and vision insurance.
• And lots, lots more!