Relay Commerce

Customer Success Manager

• 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.
• Own customer retention, customer health, and customer satisfaction metrics.
• 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.
• Build and improve Customer Success processes, workflows, documentation, and playbooks.
• Ensure customer data, account information, and customer health tracking remain accurate and actionable.
• Develop reporting and dashboards to measure team performance and customer outcomes.