Manager, Customer Success

Manager, Customer Success 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 know how to motivate, support, and hold team members accountable while creating a positive and collaborative environment. Ownership: You take responsibility for results and proactively solve problems before they become larger issues. Operational Excellence: You enjoy creating structure, processes, systems, and clear expectations that improve team effectiveness and customer experience. Communication: You communicate clearly and effectively with customers, team members, executives, and cross-functional stakeholders. Collaboration: You thrive in highly collaborative environments and enjoy partnering with Product, Engineering, Sales, Marketing, and Leadership. Problem Solving: You approach challenges with curiosity, structure, and a solutions-oriented mindset. AI & Continuous Learning: You're naturally curious about technology and enjoy leveraging AI and automation tools to improve customer outcomes, eliminate repetitive work, and continuously improve how your team operates. Requirements Essential 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. Preferred Qualifications 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 is a plus. Why You'll Love Working at Relay At Relay, we're building products that help ecommerce brands grow faster and retain more customers. We're a remote-first company that values ownership, curiosity, continuous improvement, and collaboration. You'll have the opportunity to make a meaningful impact, work alongside talented teammates, and help shape the future of Customer Success as we continue to grow. Hiring Process First Round (Screening) with [Muriel Cirimele] from our People team -