Manager, Customer Success
- Role
- Support
- Employment
- Full-time
Open to BR only. Set where you work from to check your eligibility.
No BS summary
Customer Success manager for Relo, leading a small CS team while owning a merchant portfolio. Needs hands-on customer success execution, people leadership, scalable CS processes, and experience improving onboarding, adoption, retention, and long-term customer value.
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.
What you'll do
- Lead and grow the Customer Success function for Relo, one of the products within Relay's Retention Division.
- Combine hands-on customer success responsibilities with people leadership.
- Manage and develop a small team of Customer Success professionals.
- Own a portfolio of merchants, partnering directly with customers to ensure they achieve measurable value from Relo.
- Coach team members.
- Establish scalable Customer Success processes.
- Work directly with merchants to improve onboarding, product adoption, retention, and long-term success.
- Help shape the future of Customer Success at Relo by building operational excellence.
- Define best practices.
- Serve as the voice of the customer across the organization.
- Work closely with Product, Engineering, Sales, Marketing, and Leadership teams across Relay's Retention Division to improve the customer experience.
- Influence product direction.
- Help build a best-in-class Customer Success organization.
What they require
- The ideal candidate enjoys balancing strategic thinking with day-to-day execution.
- People leadership experience for a small team of Customer Success professionals.
- Hands-on customer success experience owning a portfolio of merchants.
- Ability to partner directly with customers to ensure they achieve measurable value.
- Ability to improve onboarding, product adoption, retention, and long-term success.
- Ability to build operational excellence and define best practices.
- Ability to work closely with Product, Engineering, Sales, Marketing, and Leadership teams.
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.