Customer Success Manager — Leadership & Growth

Relay Commerce; Philadelphia (Philadelphia County); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

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

Job summary

Relay Commerce is seeking a Manager, Customer Success for its Relo product. This player-coach role blends hands-on customer management with people leadership. You will run a small CS team, own a merchant portfolio, and partner with customers to achieve measurable value from Relo.

You will coach teammates, implement scalable CS processes, and collaborate with Product, Engineering, Sales, Marketing, and Leadership to optimize onboarding, adoption, retention, and long-term success.

Qualifications

• Experience leading Customer Success teams and driving retention in SaaS.
• Strong cross-functional collaboration with Product, Sales, and Marketing.
• Proven ability to coach and develop talent and manage multiple accounts.

Responsibilities

• Lead a small Customer Success team while owning a merchant portfolio.
• Set and monitor KPIs, onboarding, adoption, and retention strategies.
• Drive scalable CS processes, SLAs, and customer health programs.
• Partner with Sales on expansions and with Product on feedback and roadmap.
• Act as the voice of the customer across the organization.
• Deliver measurable ROI and high customer satisfaction.

Skills

Customer Success

Leadership

SaaS

Communication

Tools

HubSpot

Intercom

Zendesk

Gainsight

Job description

Relay Commerce is seeking a Manager, Customer Success for its Relo product. This player-coach role blends hands-on customer management with people leadership. You will run a small CS team, own a merchant portfolio, and partner with customers to achieve measurable value from Relo.

You will coach teammates, implement scalable CS processes, and collaborate with Product, Engineering, Sales, Marketing, and Leadership to optimize onboarding, adoption, retention, and long-term success.