Manager, Customer Success at Relay Commerce
Customer Support
Latin America Only
Americas Only
Europe Only
UK Only
Full-Time
Customer Relationship Management
Client Relationship Management
Who We Are
Relay Commerce empowers e-commerce businesses with cutting-edge solutions in personalized messaging, social commerce, and customer retention. Our platform supports over 35,000 merchants, driving more than $1 billion in incremental sales. With eight powerful tools in our ecosystem, we help brands boost revenue through email automation, conversion optimization, user-generated content, and subscription management.
The Opportunity
As a Customer Success Manager (CSM), you’ll lead a team of specialists dedicated to ensuring merchants maximize the value of Relay’s products. Your team will guide customers through onboarding, troubleshoot challenges, and optimize workflows to accelerate ROI. You’ll act as the bridge between customers and our product team, shaping solutions that align with merchant needs while fostering a culture of excellence within the Success team.
Our Flagship Product
Peel Insights is a retention analytics platform trusted by high-growth D2C brands. It delivers actionable insights to improve customer lifetime value (LTV) and repeat revenue, seamlessly integrating with Shopify, Shopify Plus, and other e-commerce platforms.
Key Responsibilities
- Lead and mentor a team of Customer Success Specialists, driving performance and professional growth.
- Develop strategies to ensure customers achieve measurable ROI from Relay’s products.
- Gather and relay customer feedback to influence product development and enhancements.
- Own retention and expansion efforts, including renewals, upsells, and cross-sells.
- Monitor customer health metrics (usage, engagement, satisfaction) to proactively address risks.
- Maintain accurate customer data and ensure secure handling of sensitive information.
- Advocate for customers internally, collaborating with Product and Marketing teams to refine offerings.
- Stay ahead of industry trends to provide expert guidance to merchants.
What We Look For
- Leadership: Ability to structure processes and inspire a high-performing team.
- Ownership: Passion for shaping a best-in-class Customer Success function.
- Customer Obsession: Deep empathy for user needs and a drive to solve their challenges.
- Collaboration: Comfort working cross-functionally with Product, Marketing, and Leadership.
- Problem-Solving: Logical, structured approach to troubleshooting and solutioning.
- Communication: Clear, articulate, and professional in written and verbal interactions.
- Proactivity: Initiative to surface insights and improvements without hesitation.
- Alignment with Core Values: Urgency, Customer Focus, Problem-Solving, Open Communication, and Collaboration.
Qualifications
- 5+ years in Customer Success, Account Management, or related client-facing roles.
- Experience managing teams and building Customer Success frameworks (ticketing systems, feedback loops, segmentation).
- Strong collaboration skills with technical teams (Developers, Product Managers).
- Background in e-commerce, B2B SaaS, or Shopify ecosystems preferred.
- Proficiency in tools like HubSpot, Notion, and adaptability to new technologies.
Our Hiring Process
- Initial Screening (30 min)
- Interview with Head of Customer Success (30 min)
- Skills Assessment (5 business days)
- Final Interview with Chief Revenue Officer (45 min)
- Reference Checks
- Offer
Perks & Benefits
- Remote Work Stipend
- Mental Health Reimbursement
- Paid Parental Leave
- Flexible PTO
- Annual Team Retreat
- Company Swag
Relay Commerce is proud to be an equal-opportunity employer. We embrace diversity and foster an inclusive workplace for all.