Strategic Account Manager, Relay
UK Accounts
+ Equity package
2-5 days a week in office
Enabling retailers to supercharge their e-commerce growth
Posted today
Enabling retailers to supercharge their e-commerce growth
101-200 employees
Posted today
+ Equity package
2-5 days a week in office
101-200 employees
Company mission
Realising the most efficient delivery network to create the most compelling experience for clients, consumers and relayers.
Role
Who you are
- 5-7 years of experience in B2B enterprise customer success/client management that require high levels of cross-functional collaboration. Experience in fast scaling or complex SaaS business is a plus
- Superb communication mastery, clearly structured in both verbal and written formats
- Comfortable using Google Slides (PowerPoint) and Google Sheets (Excel) to independently carry out analyses and presentations
- Excellent prioritisation and organisation skills, highly effective at task management and time management under pressure
- Ability to thrive in a fast-paced start-up environment and adapt quickly to changing priorities
- Self-starter and collaborator; there is no task that is too daunting or too challenging for you to take on, in–and sometimes outside of–the customer success function
- You must be comfortable with data analytics; you will not need to build dashboards, but you will frequently be required to interpret data and extract insights to turn them into actions, as well as work with the analytics team on proactively and continuously iterating on data reporting improvements
- Additional language proficiency would be appreciated
What the job involves
- We are looking for a Senior Account Manager (UK) who will be responsible and accountable for client growth, retention, and profitability of an enterprise client portfolio
- In addition, this role will be instrumental in driving deeper data integration between Relay and key clients to enable best-in class network efficiency and performance
- As well as being the commercial client champion, you will also have the opportunity to collaborate with Relay teams on jointly delivering on key KPIs of profitable client growth
- As the Senior Account Manager (UK) at Relay, you can expect:
- 1. Commercial Ownership and Strategic Planning:
- Act as the “business owner” for the client, accountable for revenue growth, maximisation of share of wallet and profitability levels. Monitor and optimize account-level performance, including profitability levels. Translate client needs and market signals into strategic account plans. Assist the Head of Customer Success and the Senior leadership team in driving long-term, sustainable growth in Relay’s client portfolio
- 2. Enable strategic initiatives
- Initiate or co-lead strategic initiatives (e.g. growth, profitability improvement, new service offering) that have commercial impact, working closely with all internal teams. Own the commercial delivery through best-in-class pitches
- 3. Client Engagement & Influence
- Serve as a key primary point of contact for your clients. Build deep, multi-threaded relationships with decision-makers and influencers across the client organisation (not just operational POC), following the development of a thorough account mapping
- 4. Be the “Voice of the Client”
- Work closely with all internal teams to advocate for client needs supported by commercial rationale and performance data. Drive operational escalations or friction resolution, coordinating between functions to maintain service quality and client confidence. Closely collaborate with our internal operations, tech, and data teams to deliver successful performance for Relay’s clients, both on growth and profitability improvement
- 5. Insight-Driven Decision Making
- Analyze commercial and operational data to extract client insights, and deepen understanding of clients business. Conduct regular business reviews with all levels of client contacts and gather impactful feedback and insights for continuous improvement. Maintain up-to-date and accurate information about our clients to ensure Relay’s knowledge base is accurate
- 6. Drive deeper data integrations
- Gain a thorough understanding of data systems and logic client-side to drive deeper data integration between Relay and clients in order to drive better performance and improve account profitability, in collaboration and with the support of relevant internal teams (data, engineering) at Relay
Salary benchmarks
Our take
In recent years, e-commerce has grown considerably. Despite this, the retail sector is still in the early innings of digital disruption in the US and the UK (especially when compared to more digitally mature markets such as China).
Relay enables e-commerce through re-wiring the critical delivery infrastructure to address the growth of e-commerce in the UK. Not only do they enable orders of magnitude better delivery in speed and cost for retailers and consumers, but they are also doubling down on making sure their ecosystem of delivery drivers and the planet benefit.
Relay are early stage, and backed by founders who both have considerable experience at delivery service company, Stuart. With this expertise and solving a problem within a growing market, the company are well set make a difference to how retailers provide online delivery.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Feb 2025
$35m
SERIES A
Nov 2023
$10m
SEED
Total funding: $45m
Company benefits
- Hybrid remote work (3 days/week in the office)
- Cool co-working office in the heart of Shoreditch
- Competitive equity and compensation package, and culture of recognition
- 25 Days Holiday (plus bank holidays)
- Monthly social events - from Crystal Maze escape rooms to pottery painting and life-size Monopoly! We also have an annual off-site where we all get together in person to celebrate our wins and plan for more success in a relaxed environment.
- Unlimited free snacks and drinks in the office (all the Dash water you can drink, a whole cupboard full of nibbles, plus we have wonderful coffee machines!)
- Contributory pension
- Perks At Work discount scheme - online shopping discounts, cheap cinema tickets, money off holidays and so much more!
- Free membership of the gym in our co-working space
Company values
- “Who?”: Relayer Obsession. Start with understanding the customer i.e., the “Relayer”. We’re constantly striving to learn about the Relayer and to improve their experience.
- “Why?”: Understanding of value being created. Seek to understand and articulate the “why” behind everything they do in order to provide measurable value. They connect their actions and decisions to their impact on the Relayer. They encourage peers to do the same.
- “How”: Taking tiny steps forward. Focus on their objectives and constantly take steps towards reaching them. They keep moving forward despite setbacks. They deliver quality work in a timely fashion.
Company HQ
Old Street, London, UK
Leadership
Nicole Mazza
(CCO)Previously worked at Stuart, becoming Commercial Director in 2018. They are also on the Board of Advisors at HYPER CRUNCH and is a Member of Pavilion.
Jonathan Jenssen
(CEO)Worked at Stuart for over five years, first as Head of Operations and later becoming General Manager.
Diversity, Equity & Inclusion at Relay
- We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know, our ears (and inboxes) are always open.
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