{"id":726993,"url":"https://alion.io/job/relaycommerce-manager-customer-success","title":"Manager, Customer Success","company":{"id":688125,"name":"Relay Commerce","domain":"relaycommerce.io","url":"https://alion.io/company/relaycommerce","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Florianópolis, Brazil"],"countries":["BR"],"hiring_countries":["BR","US"],"hiring_countries_total":2,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":89000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":808},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"Shopify","optional":false},{"name":"ChatGPT","optional":true},{"name":"Claude","optional":true},{"name":"Copilot","optional":true},{"name":"Gemini","optional":true},{"name":"Google Workspace","optional":true},{"name":"Intercom","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-07-15T06:47:35Z","employer_posted_date":"2026-07-15","last_verified_at":"2026-10-02T07:30:17Z","board_verified":true,"closed_at":null,"days_open":79,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":79},"description":"About Relay Commerce\nRelay 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.\nThe 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.\nWe’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!\nAbout Relo\nRelo 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.\nRelo works with leading ecommerce brands across the United States, United Kingdom, and international markets to increase customer retention, subscription growth, and lifetime value.\nAbout the Role\nWe'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.\nThis 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.\nThe 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.\nAs 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.\nYou'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.\nPrimary Responsibilities\nTeam Leadership & Management\nManage, coach, and develop a small team of Customer Success professionals while remaining actively involved with customers.\nLead by example through hands-on customer engagement and operational excellence.\nEstablish clear performance expectations, KPIs, and accountability measures.\nConduct regular one-on-ones, performance reviews, and career development conversations.\nCreate a culture of customer obsession, accountability, collaboration, and continuous improvement.\nMentor junior Customer Success team members and help them develop stronger customer management, communication, and problem-solving skills.\nEnsure appropriate customer coverage across accounts and time zones.\nCustomer Success & Retention\nManage your own portfolio of customer accounts while supporting the overall Customer Success team.\nOwn customer retention, customer health, and customer satisfaction metrics.\nEnsure customers achieve measurable value and ROI from Relo.\nDevelop and execute customer success strategies that improve onboarding, adoption, retention, and expansion.\nAct as an escalation point for complex customer situations.\nMonitor customer health indicators and proactively address risk.\nDrive successful onboarding experiences and long-term customer outcomes.\nIdentify opportunities for account growth and partner with Sales on expansion opportunities.\nOperational Excellence\nBuild and improve Customer Success processes, workflows, documentation, and playbooks.\nOwn and enforce Customer Success service standards and operational SLAs across the team.\nEnsure:All merchants are onboarded within 14 days of signing a trial agreement.\nAll onboarding and trial information (merchant goals, current baseline, key decision-makers, and end-of-trial review call) is captured before go-live.\nEvery merchant who converts to a paid plan has a 90-day check-in scheduled before completing onboarding.\nEvery active merchant receives proactive engagement at least once per quarter, ensuring no account goes more than three months without meaningful contact.\nTeam SLAs for response times, customer follow-up, calendar management, and HubSpot activity tracking are clearly defined, measured, and consistently achieved.\nEnsure customer data, account information, and customer health tracking remain accurate and actionable.\nDevelop reporting and dashboards to measure team performance and customer outcomes.\nIdentify opportunities to improve efficiency, scalability, and customer experience through process improvements, automation, and AI.\nCross-Functional Collaboration\nPartner closely with Sales during customer handoffs and expansion opportunities.\nWork with Product and Engineering teams to communicate customer feedback and influence roadmap decisions.\nCollaborate with Marketing on customer education, customer stories, and adoption initiatives.\nServe as the voice of the customer across the organization.\n\nWhat Success Looks Like\nCustomers achieve measurable ROI from the platform.\nCustomer retention and satisfaction remain strong.\nThe Customer Success team consistently meets or exceeds defined SLAs.\nMerchants complete onboarding quickly and successfully.\nCustomer health risks are proactively identified and addressed before they become escalations.\nQuarterly customer engagement is consistent across the customer base.\nCustomer Success processes continue to scale effectively as the business grows.\nCross-functional teams have visibility into customer needs and actionable customer feedback.\nImportant Traits for Success\nCustomer Focus: You genuinely care about customer outcomes and are passionate about helping merchants succeed.\nLeadership: 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.\nOwnership: You take responsibility for results and proactively solve problems before they become larger issues.\nOperational Excellence: You enjoy creating structure, processes, systems, and clear expectations that improve team effectiveness and customer experience.\nCommunication: You communicate clearly and effectively with customers, team members, executives, and cross-functional stakeholders.\nCollaboration: You thrive in highly collaborative environments and enjoy partnering with Product, Engineering, Sales, Marketing, and Leadership.\nProblem Solving: You approach challenges with curiosity, structure, and a solutions-oriented mindset.\n 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.\nRequirements\nEssential\n5+ years of experience in Customer Success, Account Management, Customer Experience, or another customer-facing SaaS role.\nPrevious experience leading, mentoring, or coaching Customer Success team members. Formal people management experience is preferred but not required.\nComfortable balancing individual customer ownership with team leadership responsibilities.\nExperience driving customer retention, customer health, and long-term customer relationships.\nExperience working within SaaS businesses.\nStrong written and verbal communication skills.\nExperience managing customer escalations and complex customer relationships.\nDemonstrated ability to build and improve customer-facing processes.\nExperience partnering cross-functionally with Product, Engineering, Sales, and Marketing teams.\nStrong analytical, organizational, and problem-solving skills.\nStrong proficiency with Google Workspace (Docs, Sheets, Slides).\nExperience using CRM and Customer Success platforms such as HubSpot, Intercom, Zendesk, ChurnZero, Gainsight, or similar tools.\nComfortable leveraging AI tools (ChatGPT, Claude, Gemini, Copilot, etc.) to improve productivity, solve problems, and streamline workflows.\nPreferred Qualifications\nExperience supporting ecommerce or Shopify merchants.\nExperience working with Klaviyo or other email marketing platforms.\nExperience supporting ecommerce, subscription, or retention-focused SaaS products.\nExperience managing distributed remote teams across multiple time zones.\nExperience building or scaling Customer Success teams.\nDemonstrated experience using automation, AI, or no-code tools to improve workflows or eliminate manual work.\nExperience building internal bots, automations, or tooling that improved team efficiency is a plus.\nWhy You'll Love Working at Relay\nAt 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.\nHiring Process\nFirst Round (Screening) with [Muriel Cirimele] from our People team - 30 Minutes\nSecond Round with Retention Division Managers [Casey Colligan & Harry Willis] - 60 Minutes\nSkills Assessment - 3 to 4 Business Days to complete\nFinal Round with our Retention General Manager [Gauthier Derrien] - 45 Minutes\nReferences\nOffer\nBenefits & Perks\nFlexible Time Off\nPaid Holidays\nPaid Parental Leave\nWork From Home Stipend\nCo-working Space Allowance\nTherapy/Mental Health Reimbursement\nLearning Stipend\nReferral Bonus Program\nAnnual Company Offsite (Barcelona 2026)","description_format":"text","description_chars":10314,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Flexible time off","Parental leave"],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"},{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","E-learning","Virtual Events"],"lifecycle":[{"event":"open","at":"2026-09-11T08:41:47Z"}],"liveness":{"score":4,"band":"cold","label":"Long shot","p_open":1,"p_active":0.156,"p_room":0.28,"age_days":78,"expected_fill_days":7,"reasons":["conf:22","win:tail","crowd:"],"computed_at":"2026-10-02T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/relaycommerce-manager-customer-success","json_url":"https://alion.io/job/relaycommerce-manager-customer-success.json","meta":{"generated_at":"2026-10-03T00:48:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":544,"day_limit":5000,"remaining_today":4456,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}