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The Customer Success Manager is a key member of the Relay Commerce team, responsible for leading the Customer Success team to help merchants minimize the time it takes to see positive ROI from Relay's products.
Key Responsibilities- Ensure all qualified customers see a return on investment.
- Develop and execute a customer success strategy that aligns with the company's goals and objectives.
- Collect feedback from customers 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 contract renewals and identifying opportunities for upselling and cross-selling.
- Track customer metrics such as product usage, engagement, and satisfaction to ensure your book of business is optimally managed.
- Ensure that customer data is accurate, up-to-date, and securely managed.
- 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.
- 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 brainstorm 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.
- 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 e-commerce or B2B SaaS; ideally experience working with SMB customers on Shopify or other e-commerce platforms.
- Experience and proficiency in using systems like Intercom, Notion, and other tools of the trade, and an enthusiasm to adapt and learn new tool sets as we evolve.
- Minimum 5+ years experience in Customer Success, or consultative customer-facing roles like Sales, Account Management, and the like.
