Customer Success Manager

Há 5 dias


Brasília, Distrito Federal, Brasil Relay Commerce, Inc. Tempo inteiro
About Relay Commerce, Inc.

Relay Commerce, Inc. is a leading provider of software solutions for e-commerce businesses. Our mission is to help merchants scale their online sales and simplify their marketing tech stack.

About the Role

The Customer Success Manager will play a critical role in leading our team of Customer Success Specialists to help merchants achieve a positive return on investment from our products. This role requires a strong understanding of the e-commerce industry and the ability to develop and execute a customer success strategy that aligns with our company's goals and objectives.

Key Responsibilities
  • Develop and execute a customer success strategy that aligns with the company's goals and objectives.
  • Collect feedback from customers on our products 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 our products to stay up-to-date and provide the best possible support and advice to customers.
Requirements & Preferred Qualifications
  • 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 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.


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