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Manager, Customer Success

2 weeks ago

London, Greater London, United Kingdom Relay Commerce, Inc. Full time

About the Company

Relay Commerce is an e-commerce enablement platform 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 eight 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.

About the Role

The Customer Success team is the first line of contact for our merchant customers. The Customer Success Manager (CSM) role is the key to leading the team to help merchants minimize the time it takes to see positive ROI from Relay's products. The Customer Success Manager oversees a team of Customer Success Specialists (CSS), who are product experts and problem solvers. The Customer Success Specialists help train customers on how to set up workflows in the product, and help users troubleshoot issues and overcome roadblocks.

The Customer Success team interacts with customers day-to-day, and has significant responsibility as the voice of the Relay team. Every team member, from CEO to CSS, strives to project a positive, helpful, and professional image. The manager role helps train the Success team and manage team KPIs. Finally, the CSM role helps inform product development by proactively contributing insights from customer interactions that close any gap between product features and customer needs.

About the Product

Peel Insights is our retention data analytics platform for seven-figure and larger D2C and e-commerce brands. It helps data-driven and customer-obsessed D2C brands by providing insights that improve retention, boost LTV, and increase repeat revenue.

Peel powers customer and retention data analytics for hundreds of Shopify and Shopify Plus brands. D2C brands not on Shopify can also use Peel seamlessly.

Primary Responsibilities

  • Manage a team of Customer Success Specialists, providing mentorship, support, and performance management.
  • Ensure all qualified customers see a ROI (return on investment). Develop and execute a customer success strategy that aligns with the company's goals and objectives.
  • Collect feedback from customers on the product and work with the product team to ensure that customer needs are addressed in product development.
  • Be responsible for customer retention and growth, including contract renewals and identifying opportunities for upselling and cross-selling.
  • Track customer metrics such as product usage, engagement, and satisfaction to ensure your book of business is optimally managed.
  • Ensure that customer data is accurate, up-to-date, and securely managed.
  • Serve as the "voice of the customer" and provide feedback to Product and Marketing teams on how we can better serve our customers.
  • Continuously learn about the industry, the market, and the product to stay up-to-date and provide the best possible support and advice to customers.

Important Traits for Success

  • Organization: the CSM is comfortable establishing processes and frameworks to manage the Customer Success specialists.
  • Sense of ownership: the CSM is excited to build the customer success function and grow with the team to build a best in class Customer Success organization.
  • User-first mindset: the manager approaches problems by first understanding the user's needs. You're obsessed with helping Relay's merchants do their day-to-day jobs better.
  • Empathy: the manager can effectively put themselves in the shoes of a user and articulate what their needs are to developers, Product Managers, marketers, and the CEO.
  • Collaborate cross-functionally: the manager is comfortable working across internal teams (product, marketing, leadership) to effectively communicate customer needs internally and communicate product and marketing features externally.
  • Problem solver: the manager can approach problems in a logical, structured way; can help customers brainstorm solutions, or know when to elevate requests to technical support.
  • Strong communicator: the manager is an attentive and active listener, and can explain & interact with customers with a positive tone.
  • Proactive: surfaces product suggestions, concerns, and insights fearlessly and with a sense of ownership.
  • Demonstrate Relay's Core Values in all professional interactions: 1) Urgency & Action 2) Customer Focus 3) Problem-Solving 4) Open Communication 5) Collaboration & Diversity.

Requirements & Preferred Qualifications

  • Proven experience managing a team in a Customer Success, Account Management, or similar role.
  • Experience working collaboratively with technical counterparts like Developers, Product Managers, and Designers.
  • Experience building and leading Customer Success functions like support ticketing systems, customer feedback logging, customer segmentation, and bug reporting systems.
  • The CSM excels at written and oral communication skills, with the ability to write documentation and interface verbally on video calls with both customers and internal teams.
  • Direct industry experience in e-commerce or B2B SaaS; ideally experience working with SMB customers on Shopify or other e-commerce platforms.
  • Experience and proficiency in using systems like Hubspot, Notion, and other tools of the trade, and an enthusiasm to adapt and learn new tool sets as we evolve.
  • Minimum 5+ years experience in Customer Success, or consultative customer facing roles like Sales, Account Management, Customer Success and the like.

Hiring Process

  • Initial Screen with People Ops Manager - 30 Minutes
  • First Round Interview with Head of Customer Success - 30 Minutes
  • Skills Assessment - 5 Business Days to complete
  • Final Interview with Chief Revenue Officer - 45 Minutes
  • References
  • Offer

Benefits & Perks

  • Work From Home Stipend
  • Therapy/Mental Health Reimbursement
  • Paid Parental Leave
  • Flexible Time Off
  • Annual Company Retreat
  • Company Swag

Relay Commerce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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