Customer Success Manager

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Relay Commerce

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🛍️ eCommerce

🤝 B2B

☁️ SaaS

💰 $20M Debt Financing on 2022-04

eCommerce • B2B • SaaS

Relay Commerce is an e-commerce platform that provides a comprehensive suite of tools designed to help online retailers grow their businesses. With solutions that focus on building trust through social proof, growing subscriber lists, and boosting conversion rates, Relay Commerce empowers merchants to enhance their online presence and sales. Their offerings include user-generated content, email and SMS marketing, and analytics tools that integrate seamlessly with popular e-commerce platforms like Shopify.

📋 Description

• 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. • Own customer retention, customer health, and customer satisfaction metrics. • 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. • Ensure customer data, account information, and customer health tracking remain accurate and actionable. • Develop reporting and dashboards to measure team performance and customer outcomes.

🎯 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. 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.

🏖️ 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)