Back
Manager, Customer Success
Full-time
About Relay Commerce
Relay Commerce is an e-commerce enablement ecosystem offering scaling solutions across personalized messaging, social commerce, and customer retention, helping merchants navigate the rapidly evolving digital landscape with a comprehensive suite of tools.
The Relay suite of solutions currently drives more than $1 billion in aggregate incremental gross merchandise volume for more than 35,000 merchants. The Relay ecosystem currently consists of multiple software products that accelerate merchant revenue growth through email marketing automation, on-page conversion optimization, user generated content management, retention analytics, and subscription management. Relay’s suite of products are established as key revenue generation tools for innovative e-commerce merchants worldwide.
We’re a globally distributed team of forward-thinkers who thrive on collaboration, creativity, and impact. If you’re passionate about shaping the future of commerce and love the challenge of connecting businesses with the right solutions, we’d love to hear from you!
About Relo
Relo is a repeat revenue platform designed specifically for FMCG brands using Shopify and Klaviyo. Using predictive data science, Relo helps brands identify when customers are most likely to reorder, subscribe, or purchase again, enabling highly targeted retention marketing campaigns that drive measurable revenue growth.
Relo works with leading ecommerce brands across the United States, United Kingdom, and international markets to increase customer retention, subscription growth, and lifetime value.
About The Role
We're looking for a
Manager, Customer Success
to lead and grow the Customer Success function for Relo, one of the products within Relay's Retention Division.
This is a
player-coach role
, combining hands-on customer success responsibilities with people leadership. While you'll manage and develop a small team of Customer Success professionals, you'll also own a portfolio of merchants yourself, partnering directly with customers to ensure they achieve measurable value from Relo.
The ideal candidate enjoys balancing strategic thinking with day-to-day execution. You'll coach team members, establish scalable Customer Success processes, and work directly with merchants to improve onboarding, product adoption, retention, and long-term success.
As the team grows, you'll help shape the future of Customer Success at Relo by building operational excellence, defining best practices, and serving as the voice of the customer across the organization.
You'll work closely with Product, Engineering, Sales, Marketing, and Leadership teams across Relay's Retention Division to improve the customer experience, influence product direction, and help build a best-in-class Customer Success organization.
Primary Responsibilities
Team Leadership & Management
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
Customer Success & Retention
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
Operational Excellence
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
Cross-Functional Collaboration
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
What Success Looks Like
Customers achieve measurable ROI from the platform
Customer retention and satisfaction remain strong
The Customer Success team consistently meets or exceeds defined SLAs
Merchants complete onboarding quickly and successfully
Customer health risks are proactively identified and addressed before they become escalations
Quarterly customer engagement is consistent across the customer base
Customer Success processes continue to scale effectively as the business grows
Cross-functional teams have visibility into customer needs and actionable customer feedback
Important Traits for Success
Customer Focus: You genuinely care about customer outcomes and are passionate about helping merchants succeed
Leadership: You're comfortable balancing hands-on customer work with coaching and developing others. You
