[Hiring] Manager, Customer Success @Relay Commerce

Role Description

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.

• Manage and develop a small team of Customer Success professionals.
• Own a portfolio of merchants, partnering directly with customers to ensure they achieve measurable value from Relo.
• Balance strategic thinking with day-to-day execution.
• Coach team members and establish scalable Customer Success processes.
• Work closely with Product, Engineering, Sales, Marketing, and Leadership teams to improve the customer experience.

Qualifications

• 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.
• Experience driving customer retention, customer health, and long-term customer relationships.
• Strong written and verbal communication skills.
• 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.

Requirements

• Comfortable balancing individual customer ownership with team leadership responsibilities.
• Experience managing customer escalations and complex customer relationships.
• Experience partnering cross-functionally with Product, Engineering, Sales, and Marketing teams.
• Experience working within SaaS businesses.
• Comfortable leveraging AI tools (ChatGPT, Claude, Gemini, Copilot, etc.) to improve productivity.

Benefits

• 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)