About Relay Payments

Relay Payments is building a modern digital payment network to revolutionize the trucking and logistics industries. Trusted by more than 500,000 drivers, 100,000 carriers, and 2,000 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 Company, Maverik, Schneider, Coyote Logistics, 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. We are a proud sponsor of NASCAR and William Byron from Hendrick Motorsports for 2025. For more information about Relay, visit relaypayments.com.

About The Role

We are seeking a Director of Account Management to lead and scale our Account Management team as Relay Payments continues to grow. In this role, you’ll be responsible for owning the customer relationship post-onboarding, ensuring long-term satisfaction, retention, and growth across our portfolio. You’ll create and implement repeatable processes and playbooks that drive account performance, expansion, and advocacy. This leader will set the tone for 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 escalations, report on key metrics, and play a pivotal role in defining the customer lifecycle beyond onboarding. This role requires someone who’s analytical, collaborative, and passionate about delivering exceptional customer experiences at scale. You’re motivated by outcomes, driven by data, and energized by coaching a team to hit - and exceed - their goals.

• Lead and develop a high-impact Account Management team focused on retention, growth, and customer success
• Establish clear KPIs and performance metrics, holding the team accountable to results
• Own the strategic direction for account growth, delivering a consistent and scalable customer experience
• Proactively engage customers to drive adoption, increase satisfaction, and identify expansion opportunities
• Collaborate cross-functionally with Sales, Product, and Implementation teams to ensure a seamless customer journey
• Champion feedback loops from customers to internal stakeholders to inform product roadmap and process enhancements
• Create robust documentation and process improvements to support our growth
• Leverage tools, AI and automation to gain efficiency and scale across the team

About You

• 3+ years of leading a team and 5+ years of experience in Account Management or Customer Success Roles
• Proven success managing large portfolios, growing customer accounts, and reducing churn
• Skilled at building and optimizing scalable processes, playbooks, and customer lifecycle strategies
• Experience setting and delivering against clear KPIs and team goals
• Confident handling escalations and navigating complex customer relationships
• Highly organized, metrics-driven, and energized by solving problems and removing roadblocks
• Strong collaborator with a customer-first mindset and a passion for relationship-building
• Entrepreneurial spirit; you love building, iterating, and improving
• Great communication skills, including ability to present to senior leaders at customers, draft mass email communications, and run effective meetings internally

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!

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.