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Manager, Customer Success

1 month, 2 weeks ago
Brazil, United States, Portugal
Full-time
Senior
Customer Success Manager
Customer and Technical Support
E-commerce Email Marketing HubSpot Shopify
Apply Now
Relay Commerce

Relay Commerce

Relay Commerce operates as an e-commerce software holding company that acquires and operates exceptional SaaS businesses, providing solutions to scale and grow faster on leading e-commerce platforms like Shopify.

Internet Software & Services
11-50
Founded 2021
View All Jobs 3

Description

  • Manage, coach, and develop a small Customer Success team while remaining hands-on with customers.
  • Set performance expectations, KPIs, accountability measures, and conduct regular one-on-ones and performance reviews.
  • Own a portfolio of customer accounts and act as an escalation point for complex customer issues.
  • Drive customer onboarding, product adoption, retention, expansion, and long-term customer outcomes.
  • Monitor customer health, satisfaction, and retention metrics, and proactively address risks.
  • Build and improve Customer Success processes, workflows, documentation, playbooks, and service standards.
  • Develop reporting and dashboards to measure team performance and customer outcomes.
  • Partner with Sales on handoffs and expansion opportunities.
  • Work with Product, Engineering, and Marketing to share customer feedback, support education, and influence roadmap decisions.
  • Serve as the voice of the customer across the organization.

Requirements

  • 5+ years of experience in Customer Success, Account Management, Customer Experience, or another customer-facing SaaS role.
  • 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 such as ChatGPT, Claude, Gemini, or Copilot to improve productivity and streamline workflows.
  • Experience supporting ecommerce or Shopify merchants is preferred.
  • Experience working with Klaviyo or other email marketing platforms is preferred.
  • Experience supporting ecommerce, subscription, or retention-focused SaaS products is preferred.
  • Experience managing distributed remote teams across multiple time zones is preferred.
  • Experience building or scaling Customer Success teams is preferred.
  • Experience using automation, AI, or no-code tools to improve workflows or eliminate manual work is preferred.
  • Experience building internal bots, automations, or tooling that improved team efficiency is a plus.

Benefits

  • 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.

Interested in this position?

Apply directly on the company website

Apply Now

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