Detect churn 6–8 weeks before it happens

CUSTOMER SUCCESS
RE-DEFINED

Relay embeds into your team and reads every signal across your stack to help prevent churn. No more guessing.

Book a demo See how it works
6–8 weeks
Early Detection
3–5x more
Account Coverage
4 weeks
To Fully Operational
relayintel.com/client#
relay — Client Dashboard
Live
OverviewAccountsSaved AccountsMorning Briefing
This week's impact
Relay identified and helped save 3 accounts at risk of churn
$326,500
ARR protected this month
Healthy
42
Attention
8
At Risk
3
Critical
1
Saved
3
AccountIndustryOwnerARRStatus
Northgate TechnologiesSaaS / Cloud InfraAlex Rivera$142,000Healthy
Crestline OpsHR TechJordan Lee$76,000Critical
Vantage AnalyticsBI / DataSam Torres$98,500At Risk
Meridian SaaSMarTechAlex Rivera$54,000Attention
relay — Client Dashboard
Live
OverviewAccountsSaved AccountsMorning Briefing
This week's impact
Relay identified and helped save 3 accounts at risk of churn
$326,500
ARR protected this month
Healthy
42
Attention
8
At Risk
3
Critical
1
Saved
3
AccountIndustryOwnerARRStatus
Northgate TechnologiesSaaS / Cloud InfraAlex Rivera$142,000Healthy
Crestline OpsHR TechJordan Lee$76,000Critical
Vantage AnalyticsBI / DataSam Torres$98,500At Risk
Meridian SaaSMarTechAlex Rivera$54,000Attention
See it live in a demoShown live in your discovery call
The Problem

Client drift is inevitable.

Most companies discover churn when it's too late. By the time a client cancels, the decision was already made weeks before. How do you stay proactive?

⚠
01 — Late Detection
You find out when it's already too late
Traditional teams discover churn risks when clients stop engaging, reduce usage, or explicitly mention they're unhappy. By then, the relationship is damaged and recovery is expensive.
"We lost a $50K client and had no idea they were unhappy until they cancelled."
≡
02 — Manual Overload
Your CSMs live in spreadsheets, not relationships
CSMs spend 60–70% of their time on tracking and admin work instead of building the client relationships that actually prevent churn.
"My CSM spends more time in Salesforce than with actual clients."
⊙
03 — Limited Coverage
Half your accounts get zero attention
Traditional CSMs can only manage 15–20 accounts effectively. Grow past that and clients fall through the cracks.
"We have 80 clients but can only afford one CSM. Half our accounts get no attention."
$
04 — Cost of In-House
A $100K hire you can't justify yet
Hiring a full-time US-based CSM costs $78,000+ in salary plus benefits, tools, training, and management overhead.
"We need CS but can't justify a $100K hire when we're still scaling."
The Solution

Two layers. One complete function.

Our software does the detective work. Humans do the relationship work.

1
Component 01
The Human Layer
A Relay Success Architect (RSA) embeds directly into your team. They ensure that you get the highest ROI from our Intelligence software.
Synchronized to your timezone
Fully embedded to understand your ICP, product and daily pain points when it comes to retention
We collaborate with your team (no matter the structure)
Full management of the system and data inputs
Focused purely on high value outputs
2
Component 02
The Intelligence Layer
A multifaceted system designed to make sense of all the noise and data. True Intelligence is knowing what to focus on.
Connects to your CRM, analytics, Slack, AI tools (and so much more)
Detects churn risk 6–8 weeks before traditional methods
One simple dashboard - no complex inputs or monitoring needed
Cutting edge listening tool functionality
Context Portal: another custom layer for data collation
How Relay Sits In Your World
01
Your tech stack
What you already have
CRM, product analytics, support tools, Slack. Nothing changes. Nothing replaced.
02
Relay Intelligence
Signal processing
Processes every signal. Scores every account daily. Surfaces risk 6–8 weeks early.
03
Your team
Embedded Relay Success Architect
Acts on every signal. Builds context & strategic client relationships that stick.
Zero disruption. Relay sits on top of what you have — reading signals, amplifying action, protecting revenue.
What are we?

Not a platform. Not an agency.
A hybrid intelligence system.

Not this — Option A
A CS Platform
Like Gainsight or ChurnZero — software only. You still hire CSMs, define all playbooks, and do all the thinking yourself. Reactive. Expensive. Manual.
Not this — Option B
An Outsourced Agency
Generic contractors following basic playbooks. No proprietary technology, no predictive intelligence, no early warning. Reactive at best.
This is Relay
Hybrid Intelligence System
Expert humans backed by a predictive intelligence system. One complete function; software, strategy, and execution all included.

Simple pricing, no catch.

No hidden costs, no tool subscriptions, no hiring overhead. Everything you need in one monthly fee.

Foundation

Foundation Plan

$4,500/ month

Get visibility and control over your client base before problems become cancellations.

Relay Intelligence Software access
Full tech stack integration
Daily intelligence briefings for your team
Relay Context Portal access
60 hours per month of dedicated RSM time
Growth

Growth Plan

$8,000/ month

Active monitoring on your highest value accounts, and intelligence that surfaces expansion revenue while you focus on new business.

Relay Intelligence Software access
Full tech stack integration
Daily intelligence briefings for your team
Relay Context Portal access
Active client listening tool (up to 40 accounts)
Account Growth monitoring
80 hours per month of dedicated RSM time
Optional Add-Ons — Custom QuotedSomething specific in mind? We'll scope it for you.
The Logic

It's not just about money, your time is valuable.

Compare Relay against every alternative. There's no scenario where hiring in-house or investing in software alone makes sense at this stage.

Option A
CS Platforms
$30K-$50K/yr + time heavy
Software only & you still hire your own CSM
You define your own playbooks and strategy
Reactive with no predictive early warnings
Significant setup, configuration and monitoring required
Account coverage is limited by system capabilities
Option B
Hiring In-House
$120K-$170K/yr total
$70-90K salary plus 30% benefits overhead
$30-50K/yr on platforms like Gainsight or ChurnZero
Recruiting, onboarding, management overhead
Manual processes, still mostly reactive
Account coverage around 15-30 per CSM
Relay
Relay Intelligence
$96K/yr fully managed
Relay Intelligence software included (no tiering or limits)
Embedded Relay Success Architect to focus on high value tasks, zero hiring required
Proactive risk flags 6-8 weeks earlier
Operational in 4 weeks, not months
Capacity to manage 100+ accounts proactively
Is Relay right for you?

FAQs

At Relay we are intentional about every action. Browse our FAQs to find out more about what it's like to have us in your team.

01What stage of company is Relay built for?

Relay works best with B2B & B2B SaaS companies between $3M and $50M ARR. You've found product-market fit, you have real clients paying real money, and churn is starting to matter. Below $3M, dedicated CS is hard to justify economically. Above $25M, you likely have an internal CS function we would augment rather than replace.

Revenue
02We only have 15 clients. Is that enough?

Probably not yet. Relay is optimised for companies with 30 to 200 active paying clients. Below 30, founders can usually manage relationships personally and the ROI of a dedicated CSM does not stack up. That said, if you are growing fast and approaching that threshold, do not wait. Let's start the conversation now.

Client count
03We don't have a CRM or product analytics. Can Relay still work?

Not fully. The Intelligence Layer needs clean data to work. At minimum you will need a CRM (HubSpot, Salesforce, or similar), product analytics (Mixpanel, Amplitude, or Segment), and Slack or Teams. If you do not have these yet, build that foundation first. If it is already in the pipeline, we are happy to get involved early. The sooner we can feed clean signals into the system, the faster you will see value.

Tech stack
04We have zero CS function right now. Is that okay?

That is actually our sweet spot for the Foundation plan. Relay becomes your entire CS function. Your Success Architect joins your Slack, gets introduced to your clients as your Customer Success Manager, and brings the playbooks, tools, and intelligence layer with them. You get a complete CS function from day one without the hiring overhead.

No CS team
05We already have a CSM internally. Does Relay still make sense?

Yes, and this is exactly what the Growth plan is designed for. Your existing CSM gets full access to the Intelligence Layer and we embed an additional Relay Success Architect to expand capacity. If one CSM is managing 60 or more accounts, revenue is already at risk. We close the coverage gap.

Existing team
06We're based outside the US. Can you still help?

Absolutely. Our team operates globally and we have worked with companies across Europe, APAC, and beyond. Your Success Architect will align to your team's working hours during onboarding so nothing gets lost across time zones.

Geography
07How quickly can we get started?

Onboarding takes four weeks. Week one is integration and setup. We connect to your stack, map your client portfolio, and configure the Intelligence Layer. Week two is activation. Your Success Architect begins outreach, we run the first account health audit, and you receive your first morning briefing. By week four you are fully operational.

Timeline
08What if we're not sure whether we qualify?

Book a discovery call. It is 30 minutes, no pitch, no pressure. We will ask about your current setup, your client base, and where churn is showing up. If Relay is the right fit, we will tell you. If it is not, we will tell you that too and point you toward what might be. We would rather be straight with you than sell you something that will not work.

Not sure
09How is Relay different from hiring a freelance CSM or a CS agency?

A freelance CSM gives you a person but no system. A CS agency gives you a process but no dedicated relationship. Relay gives you both. A dedicated Success Architect who knows your clients by name, backed by a proprietary intelligence layer that tells them exactly where to focus every morning. It is the only model where the human and the software are built to work together.

Compare
Onboarding

Fully operational in 4 weeks

No months of setup. No complicated configuration. A structured 4-week process that gets us fully embedded and intelligence running fast.

01
Week 1

Technical Setup

We connect to your Salesforce, Zendesk, Amplitude, and Slack. Baseline health analysis runs on all accounts.

02
Week 2

RSA Embedding

Our RSA joins your Slack, meets your team, reviews all accounts, and begins feeding our intelligence system with high value data.

03
Week 3

First View

You get your first live view of all client data feeding into your custom Relay Dashboard. We call this the command centre where true intelligence is revealed.

04
Week 4

Fully Operational

Relay runs independently. Daily digests drive daily actions. Weekly reports flow to key stakeholders. Churn flagged, accounts saved, ARR protected.

Ready to stop guessing?

We take on a small number of clients per quarter to ensure quality. If you're looking to reduce churn and grow existing revenue, let's talk.

Operational in 4 weeks

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