Note: The job is a remote job and is open to candidates in USA. Relay Commerce is an e-commerce enablement ecosystem offering scaling solutions across personalized messaging, social commerce, and customer retention. They are seeking a Manager, Customer Success to lead and grow the Customer Success function for Relo, combining hands-on responsibilities with people leadership.
Responsibilities
- Manage, coach, and develop a small team of Customer Success professionals while remaining actively involved with customers
- Lead by example through hands-on customer engagement and operational excellence
- Establish clear performance expectations, KPIs, and accountability measures
- Conduct regular one-on-ones, performance reviews, and career development conversations
- Create a culture of customer obsession, accountability, collaboration, and continuous improvement
- Mentor junior Customer Success team members and help them develop stronger customer management, communication, and problem-solving skills
- Ensure appropriate customer coverage across accounts and time zones
- Manage your own portfolio of customer accounts while supporting the overall Customer Success team
- Own customer retention, customer health, and customer satisfaction metrics
- Ensure customers achieve measurable value and ROI from Relo
- Develop and execute customer success strategies that improve onboarding, adoption, retention, and expansion
- Act as an escalation point for complex customer situations
- Monitor customer health indicators and proactively address risk
- Drive successful onboarding experiences and long-term customer outcomes
- Identify opportunities for account growth and partner with Sales on expansion opportunities
- Build and improve Customer Success processes, workflows, documentation, and playbooks
- Own and enforce Customer Success service standards and operational SLAs across the team
- Ensure: All merchants are onboarded within 14 days of signing a trial agreement
- All onboarding and trial information (merchant goals, current baseline, key decision-makers, and end-of-trial review call) is captured before go-live
- Every merchant who converts to a paid plan has a 90-day check-in scheduled before completing onboarding
- Every active merchant receives proactive engagement at least once per quarter, ensuring no account goes more than three months without meaningful contact
- Team SLAs for response times, customer follow-up, calendar management, and HubSpot activity tracking are clearly defined, measured, and consistently achieved
- Ensure customer data, account information, and customer health tracking remain accurate and actionable
- Develop reporting and dashboards to measure team performance and customer outcomes
- Identify opportunities to improve efficiency, scalability, and customer experience through process improvements, automation, and AI
- Partner closely with Sales during customer handoffs and expansion opportunities
- Work with Product and Engineering teams to communicate customer feedback and influence roadmap decisions
- Collaborate with Marketing on customer education, customer stories, and adoption initiatives
- Serve as the voice of the customer across the organization
Skills
- 5+ years of experience in Customer Success, Account Management, Customer Experience, or another customer-facing SaaS role
- Previous experience leading, mentoring, or coaching Customer Success team members. Formal people management experience is preferred but not required
- Comfortable balancing individual customer ownership with team leadership responsibilities
- Experience driving customer retention, customer health, and long-term customer relationships
- Experience working within SaaS businesses
- Strong written and verbal communication skills
- Experience managing customer escalations and complex customer relationships
- Demonstrated ability to build and improve customer-facing processes
- Experience partnering cross-functionally with Product, Engineering, Sales, and Marketing teams
- Strong analytical, organizational, and problem-solving skills
- Strong proficiency with Google Workspace (Docs, Sheets, Slides)
- Experience using CRM and Customer Success platforms such as HubSpot, Intercom, Zendesk, ChurnZero, Gainsight, or similar tools
- Comfortable leveraging AI tools (ChatGPT, Claude, Gemini, Copilot, etc.) to improve productivity, solve problems, and streamline workflows
- Experience supporting ecommerce or Shopify merchants
- Experience working with Klaviyo or other email marketing platforms
- Experience supporting ecommerce, subscription, or retention-focused SaaS products
- Experience managing distributed remote teams across multiple time zones
- Experience building or scaling Customer Success teams
- Demonstrated experience using automation, AI, or no-code tools to improve workflows or eliminate manual work
- Experience building internal bots, automations, or tooling that improved team efficiency is a plus
Benefits
- Flexible Time Off
- Paid Holidays
- Paid Parental Leave
- Work From Home Stipend
- Co-working Space Allowance
- Therapy/Mental Health Reimbursement
- Learning Stipend
- Referral Bonus Program
- Annual Company Offsite (Barcelona 2026)
Company Overview