BrazilManager, Customer Success
1 мес. назад
BrazilLATAMMiddleRemote
Manage customer success to enhance merchant revenue growth through Relay's e-commerce enablement tools.
О компании
- About 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 wo
Обязанности
- 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.
- 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.
- 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.
- 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.
Требования
- 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.
- 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.
Условия
- Flexible Time Off
- Paid Holidays
- Paid Parental Leave
- Work From Home Stipend
- Co-working Space Allowance
- Therapy/Mental Health Reimbursement
- Learning Stipend
- Referral Bonus Program
- Annual Company Offsite (Barcelona 2026)
Как откликнуться
- First Round (Screening) with [Muriel Cirimele] from our People team - 30 Minutes
- Second Round with Retention Division Managers [Casey Colligan & Harry Willis] - 60 Minutes
- Skills Assessment - 3 to 4 Business Days to complete
- Final Round with our Retention General Manager [Gauthier Derrien] - 45 Minutes
- References
- Offer
Другое
- 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.
- 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.
- 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.