Manager, Customer Success

Relay Commerce is an e-commerce enablement company providing solutions for personalized messaging, social commerce, customer retention, and merchant growth. The Manager, Customer Success will lead and develop the Customer Success function for Relo while managing a portfolio of merchants, improving onboarding, adoption, retention, and expansion. The role also involves building scalable processes, monitoring customer outcomes, and collaborating cross-functionally to improve the customer experience.

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
• 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

Requirements:

• 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
• 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
• Formal people management experience
• 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