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Manager, Customer Success

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About the Company

Relay Commerce is an e-commerce enablement platform 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 eight 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.

About the Role

The Customer Success team is the first line of contact for our merchant customers. The Customer Success Manager (CSM) role is the key to leading the team to help merchants minimize the time it takes to see positive ROI from Relay’s products. The Customer Success Manager oversees a team of Customer Success Specialists (CSS), who are product experts and problem solvers. The Customer Success Specialists help train customers on how to set up workflows in the product, and help users troubleshoot issues and overcome roadblocks.

The Customer Success team interacts with customers day-to-day, and has significant responsibility as the voice of the Relay team. Every team member, from CEO to CSS, strives to project a positive, helpful, and professional image. The manager role helps train the Success team and manage team KPIs. Finally, the CSM role helps inform product development by proactively contributing insights from customer interactions that close any gap between product features and customer needs.

About the Product

Peel Insights is our retention data analytics platform for seven-figure and larger D2C and e-commerce brands. It helps data-driven and customer-obsessed D2C brands by providing insights that improve retention, boost LTV, and increase repeat revenue.

Peel powers customer and retention data analytics for hundreds of Shopify and Shopify Plus brands. D2C brands not on Shopify can also use Peel seamlessly.

Primary Responsibilities

Manage a team of Customer Success Specialists, providing mentorship, support, and performance management.
Ensure all qualified customers see a ROI (return on investment).Develop and execute a customer success strategy that aligns with the company's goals and objectives.
Collect feedback from customers on the product and work with the product team to ensure that customer needs are addressed in product development.
Be responsible for customer retention and growth, including contract renewals and identifying opportunities for upselling and cross-selling.
Track customer metrics such as product usage, engagement, and satisfaction to ensure your book of business is optimally managed.
Ensure that customer data is accurate, up-to-date, and securely managed.
Serve as the “voice of the customer” and provide feedback to Product and Marketing teams on how we can better serve our customers.
Continuously learn about the industry, the market, and the product to stay up-to-date and provide the best possible support and advice to customers.

Important Traits for Success

Organization: the CSM is comfortable establishing processes and frameworks to manage the Customer Success specialists.
Sense of ownership: the CSM is excited to build the customer success function and grow with the team to build a best in class Customer Success organization.
User-first mindset: the manager approaches problems by first understanding the user’s needs. You’re obsessed with helping Relay’s merchants do their day-to-day jobs better.
Empathy: the manager can effectively put themselves in the shoes of a user and articulate what their needs are to developers, Product Managers, marketers, and the CEO.
Collaborate cross-functionally: the manager is comfortable working across internal teams (product, marketing, leadership) to effectively communicate customer needs internally and communicate product and marketing features externally.
Problem solver: the manager can approach problems in a logical, structured way; can help customers brainstorm solutions, or know when to elevate requests to technical support.
Strong communicator: the manager is an attentive and active listener, and can explain & interact with customers with a positive tone.
Proactive: surfaces product suggestions, concerns, and insights fearlessly and with a sense of ownership.
Demonstrate Relay’s Core Values in all professional interactions: 1) Urgency & Action 2) Customer Focus 3) Problem-Solving 4) Open Communication 5) Collaboration & Diversity.

Requirements & Preferred Qualifications

Proven experience managing a team in a Customer Success, Account Management, or similar role.
Experience working collaboratively with technical counterparts like Developers, Product Managers, and Designers.
Experience building and leading Customer Success functions like support ticketing systems, customer feedback logging, customer segmentation, and bug reporting systems.
The CSM excels at written and oral communication skills, with the ability to write documentation and interface verbally on video calls with both customers and internal teams.
Direct industry experience in e-commerce or B2B SaaS; ideally experience working with SMB customers on Shopify or other e-commerce platforms.
Experience and proficiency in using systems like Hubspot, Notion, and other tools of the trade, and an enthusiasm to adapt and learn new tool sets as we evolve.
Minimum 5+ years experience in Customer Success, or consultative customer facing roles like Sales, Account Management, Customer Success and the like.

Hiring Process

Initial Screen with People Ops Manager - 30 Minutes
First Round Interview with Head of Customer Success - 30 Minutes
Skills Assessment - 5 Business Days to complete
Final Interview with Chief Revenue Officer - 45 Minutes
References
Offer

Benefits & Perks

Work From Home Stipend
Therapy/Mental Health Reimbursement
Paid Parental Leave
Flexible Time Off
Annual Company Retreat
Company Swag

Relay Commerce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Average salary estimate

$80000 / YEARLY (est.)

min

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$70000K

$90000K

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What You Should Know About Manager, Customer Success, Relay Commerce

Join the incredible team at Relay Commerce as a Manager, Customer Success, where your leadership will make a significant impact on our merchants! At Relay, we're all about empowering e-commerce businesses with cutting-edge solutions that enhance their customer retention and revenue growth. As the Manager of Customer Success, you'll be at the forefront of ensuring our clients maximize the value they get from our innovative products. Your role involves guiding a team of dedicated Customer Success Specialists who are always eager to help merchants troubleshoot issues and streamline their workflows. You'll not only provide mentorship and performance management but also develop customer success strategies that align perfectly with our company’s goals. Emphasizing a user-first mindset, you'll be responsible for collecting invaluable feedback from our customers to inform product development while tracking key metrics to ensure our service remains top-notch. Your proactive approach and strong communication will resonate across our teams as you embody Relay's core values like urgency, customer focus, and collaboration. If you thrive in an environment filled with empathy and problem-solving, this is the ideal opportunity for you to lead a best-in-class Customer Success team and drive positive results for our customers.

Frequently Asked Questions (FAQs) for Manager, Customer Success Role at Relay Commerce

What are the key responsibilities of a Manager, Customer Success at Relay Commerce?

As a Manager, Customer Success at Relay Commerce, you will be responsible for leading a team of Customer Success Specialists to ensure that our merchants see a positive return on investment from our products. Your duties will include developing and executing customer success strategies, tracking customer metrics, facilitating contract renewals, and identifying upsell opportunities while serving as the main communication bridge between our customers and product teams.