Manager, Customer Success

Manager, Customer SuccessFlorianópolis / Philadelphia, PA / LisbonCustomer Success /Full-time /Remoteapply for this jobAbout 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.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,...