Remote-First Manager, Customer Success

Relay Commerce, Inc.; United States; Remote; 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 to lead the Relo Customer Success function. The role combines hands-on client work with people leadership, managing a small team while also owning a portfolio of merchants to ensure measurable value from Relo.

You will shape onboarding, adoption, retention, and expansion strategies, collaborate with Product, Engineering, Sales, Marketing, and Leadership, and build scalable CS processes, dashboards, and playbooks to drive customer outcomes and

Qualifications

• 5+ years of experience in Customer Success or SaaS roles.
• Proven experience leading and coaching CS teams.
• Strong written and verbal communication skills.
• Experience managing customer escalations and long-term relationships.
• Experience partnering cross-functionally with Product, Engineering, Sales, and Marketing.

Responsibilities

• Lead and mentor a small CS team while maintaining direct merchant portfolio.
• Own customer retention, health metrics, and ROI from the platform.
• Develop and execute onboarding, adoption, retention, and expansion strategies.
• Collaborate with Sales on expansions and with Product/Engineering on feedback.
• Build CS processes, SLAs, dashboards, and scalable playbooks.

Skills

Customer Success

People Management

SaaS Experience

Cross-Functional Collaboration

Communication Skills

Analytical Skills

AI Tools

Tools

HubSpot

Intercom

Zendesk

ChurnZero

Gainsight

Google Workspace

Job description

Relay Commerce is seeking a Manager, Customer Success to lead the Relo Customer Success function. The role combines hands-on client work with people leadership, managing a small team while also owning a portfolio of merchants to ensure measurable value from Relo.

You will shape onboarding, adoption, retention, and expansion strategies, collaborate with Product, Engineering, Sales, Marketing, and Leadership, and build scalable CS processes, dashboards, and playbooks to drive customer outcomes and