Customer Success Manager

Relay Commerce

Manager, Customer Success overseeing a remote team and ensuring customer satisfaction for Relay's Relo product. Driving retention strategies and improving onboarding and adoption strategies.

Posted 7/16/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success management, focusing on customer retention, health metrics, and satisfaction. Proven ability to lead teams, mentor professionals, and develop effective customer engagement strategies within a SaaS environment.

Highest-signal resume keywords

Customer Success ManagementTeam LeadershipCustomer Retention StrategiesSaaS ExperienceProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health MetricsPerformance ManagementAnalytical SkillsProblem-Solving SkillsCustomer Escalation Management

Soft Skills

Communication SkillsCoaching SkillsCollaboration SkillsOrganizational Skills

Tools & Technologies

Google WorkspaceHubSpotIntercomZendeskChurnZeroGainsight

Industry Keywords

Customer SuccessAccount ManagementCustomer ExperienceSaaSCustomer Engagement

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & 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)