---
title: 'Manager, Customer Success at Relay Commerce'
canonical: 'https://feeny.ai/job/manager-customer-success-relay-commerce-florianopolis-sswrs42a4s0b'
type: 'job'
last_seen: '2026-09-11'
---

# Manager, Customer Success at Relay Commerce

- **Company:** Relay Commerce
- **Location:** Florianópolis, Brazil
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-07-15
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.lever.co/relay-commerce/ba632fab-22cd-4299-a4ac-9b78eb308d66

## Job description

## About Relay Commerce

Relay Commerce 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 worldwide. We’re a globally distributed team of forward-thinkers who thrive on collaboration, creativity, and impact. If you’re passionate about shaping the future of commerce and love the challenge of connecting businesses with the right solutions, we’d love to hear from you!

## About Relo

Relo is a repeat revenue platform designed specifically for FMCG brands using Shopify and Klaviyo. Using predictive data science, Relo helps brands identify when customers are most likely to reorder, subscribe, or purchase again, enabling highly targeted retention marketing campaigns that drive measurable revenue growth.

Relo works with leading ecommerce brands across the United States, United Kingdom, and international markets to increase customer retention, subscription growth, and lifetime value.

## About the Role

We're looking for a Manager, Customer Success to lead and grow the Customer Success function for Relo, one of the products within Relay's Retention Division. This is a player-coach role, combining hands-on customer success responsibilities with people leadership. While you'll manage and develop a small team of Customer Success professionals, you'll also own a portfolio of merchants yourself, partnering directly with customers to ensure they achieve measurable value from Relo. The ideal candidate enjoys balancing strategic thinking with day-to-day execution. You'll coach team members, establish scalable Customer Success processes, and work directly with merchants to improve onboarding, product adoption, retention, and long-term success. As the team grows, you'll help shape the future of Customer Success at Relo by building operational excellence, defining best practices, and serving as the voice of the customer across the organization. You'll work closely with Product, Engineering, Sales, Marketing, and Leadership teams across Relay's Retention Division to improve the customer experience, influence product direction, and help build a best-in-class Customer Success organization.

Primary Responsibilities

## Team Leadership & Management

- 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.

Customer Success & Retention

- 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.

Operational Excellence

- 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.

Cross-Functional Collaboration

- 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.

What Success Looks Like

- 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.

Important Traits for Success

- 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.

## Requirements

Essential

- 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.

## Preferred Qualifications

- 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.

## Why You'll Love Working at Relay

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.

Hiring Process

- 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

## Benefits & Perks

- 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)

Relay Commerce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

## About Relay Commerce

## Company Overview
- **One-liner**: Relay Commerce enables e-commerce merchant success by acquiring, operating, and scaling a suite of SaaS tools for SMBs to attract, convert, and retain customers.
- **Entity Type**: Private (Series Seed)
- **Headquarters**: New York, New York, United States
- **Founded**: 2021
- **Founders**: Austin Simon (CEO)

## Core Business
- **Primary industries**: E-commerce enablement, SaaS, Software Development
- **Target customers**: Small and medium-sized (SMB) e-commerce businesses, primarily on Shopify and Amazon
- **Mission or purpose statement**: "We enable merchant success" by providing enterprise-grade scaling solutions.

## Products & Services
Relay operates and grows a suite of acquired e-commerce SaaS products:

- **SmartrMail**: AI-powered email and SMS marketing solution for SMB e-commerce merchants.
- **Peel Insights**: Retention analytics solution for Shopify and Amazon brands, providing customer insights and subscription management.
- **Fomo**: A social proof notification tool to increase conversions. Acquired in 2022.
- **Relo**: An e-commerce tool (details less public).
- **SavedBy**: Package protection service that protects against loss, theft, and damage.
- **Personalized Messaging**: A module for targeted, one-to-one customer communication.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (Private company).
- **Key Metric**: Total Funding of **$27M** across 3 rounds (Pre-Seed, Seed, Debt Financing).
- **Notable Investors/Partners**: **Primary Venture Partners** (Led Seed and Pre-Seed), **TriplePoint Capital** (Led Debt Financing).
- **Growth Signals**: Drives over **$1 billion** in aggregate incremental Gross Merchandise Volume for **35,000+ merchants**. Has acquired four companies (Fomo, Relo, SmartrMail, Peel Insights) in a buy-and-build strategy. Strong global presence with team members in 15+ countries.

## Competitive Advantages
- **Buy-and-Build Model**: Relay acquires established niche e-commerce SaaS tools and accelerates their growth using a central operating team, rather than building from scratch. This allows for rapid portfolio expansion and shared resources.
- **Integrated Suite**: Instead of offering standalone point solutions, Relay aims to provide a complete revenue engine (attract, convert, retain) that integrates across its products.
- **Partner Approach**: Positions itself as a "dedicated revenue partner" that works alongside in-house or agency teams to optimize tools for results, differentiating from companies that just sell software.

## Strategic Focus
- **Post-Acquisition Growth**: The core strategy is to acquire exceptional e-commerce SaaS companies and pair them with a world-class operating team to accelerate growth and scale.
- **Product Integration**: Unifying the acquired tools (SmartrMail, Fomo, Peel, etc.) into a seamless, comprehensive suite for merchants.
- **Global Talent Expansion**: Actively hiring across multiple countries (Brazil, Portugal, US) to build a distributed, world-class team.

## Why Work Here
- **Culture & Values**: Describes a "master-apprentice" leadership model where leaders aim to instill parts of themselves in those they lead. Emphasizes professional development, providing challenges for team members to learn and grow.
- **Remote-First & Global**: The team is globally distributed across 15+ countries, with a strong emphasis on asynchronous communication. The Staff Engineer quoted says this is "the better way to work and be productive."
- **Benefits**: Includes a work from home stipend, health & wellness perks, paid parental leave, company holiday bonus, incentive compensation & bonuses, professional development, unlimited PTO, and company & team travel (monthly team building & annual retreats).
- **Growth Stage**: As a well-funded, growing company (80+ team members) that has just made key acquisitions, there is opportunity for significant impact and career growth.

## Sources
1. [relaycommerce.io](https://www.relaycommerce.io/)
2. [relaycommerce.io/careers](https://www.relaycommerce.io/careers)
3. [relaycommerce.io/about-us](https://relaycommerce.io/about-us)
4. [linkedin.com/company/relay-commerce](https://linkedin.com/company/relay-commerce)
5. [jobs.lever.co/relay-commerce](https://jobs.lever.co/relay-commerce)

## Other roles at Relay Commerce

- [Finance & Accounting Analyst](https://feeny.ai/job/finance-accounting-analyst-relay-commerce-florianopolis-97wf94p8ptme) — Florianópolis, Brazil
- [Manager, Customer Success](https://feeny.ai/job/manager-customer-success-netradyne-nashville-tennessee-p8qxsq0rc868) — Nashville Tennessee, United States / San Diego California, United States
- [Manager, Customer Success](https://feeny.ai/job/manager-customer-success-tenable-inc-sydney-7vtsyjkeyn05) — Sydney, Australia
- [Manager, Customer Success](https://feeny.ai/job/manager-customer-success-gainsight-california-99j5y6527cjk) — California, United States
- [Manager, Customer Success](https://feeny.ai/job/manager-customer-success-hive-co-canada-tj8xtm41ee1d) — Canada
- [Manager, Customer Success](https://feeny.ai/job/manager-customer-success-creatoriq-london-wmyh364fcjfm) — London, United Kingdom
- [Manager, Customer Success](https://feeny.ai/job/manager-customer-success-dealpath-new-york-city-m4rb8ywkbqd7) — New York City, NY
- [Manager, Customer Success](https://feeny.ai/job/manager-customer-success-niural-new-york-dx1gdrbxahep) — New York, NY
- [Manager, Customer Success](https://feeny.ai/job/manager-customer-success-dialpad-kitchener-by9s1exa2hv1) — Kitchener, Canada
- [Manager, Customer Success](https://feeny.ai/job/manager-customer-success-nice-manila-b2tnysayjqqf) — Manila, Philippines