Customer Success Manager

Relay Commerce is a group of talented and seasoned SaaS operators building the best environment to grow B2B SaaS companies. We’re acquiring bootstrapped ecommerce software tools from exceptional founders, with the goal of accelerating growth through investments in people, process, and infrastructure. Relay acquires businesses directly from founders, and transitions the day to day business management to one of Relay’s Portfolio CEOs. At Relay, we believe Customer Success is a critical function, and that it is the primary driver of customer growth and product insights.

About the Role:

The Customer Success team is the first line of contact for our merchant customers, and 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 to 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.

Primary Responsibilities

• Ensure all qualified customers see an ROI (return on investment).
• Develop and execute a customer success strategy that aligns with the company's goals and objectives.
• Collect customer feedback 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 ensuring customers renew their contracts and identifying opportunities for upselling and cross-selling.
• Track customer metrics such as product usage, engagement, and satisfaction, and report on these metrics to the company's leadership team.
• Ensure that customer data is accurate, up-to-date, and securely managed.
• Build and develop a team of world-class Customer Success talent from the ground-up as our customer base grows.
• Effectively communicate with customers to troubleshoot user experiences and maximize customer satisfaction.
• 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.
• Represent the Relay team and maintain a positive, empathetic tone with 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 brain storm 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 four Core Values in all professional interactions

Requirements & Preferred Qualifications

• Experience working collaboratively with technical counterparts like developers, QA, 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 ecommerce or B2B SaaS; ideally experience working with SMB customers on Shopify or other ecommerce platforms
• Experience and proficiency in using systems like Intercom, Notion, and other tools of the trade, and an enthusiasm to adapt and learn new toolsets as we evolve
• Minimum 5+ years experience in Customer Success, or consultative customer facing roles like Sales, Account Management, and the like