Customer Success Executive

Relay Commerce is building a portfolio of software solutions to help merchants scale e-commerce and simplify their marketing tech stack. Powered by a centralized customer data platform, Relay’s suite of software tools allows merchants to automate key revenue generation workflows to drive organic growth and increased profitability.

The Relay ecosystem currently consists of seven software products that accelerate merchant revenue growth through email marketing automation, user generated content management, on-page conversion optimization, retention analytics and bookings management. Relay’s products are established as key tools in the SMB e-commerce revenue generation stack, servicing more than 35K customers globally that collectively generate >$1BN in GMV annually.

Relay is actively building the ecosystem by acquiring commerce enablement tools primarily serving e-commerce merchants on platforms including Shopify, BigCommerce, and Wix. Relay acquires ‘ready to scale’, oftentimes bootstrapped businesses, and invests in people, processes, and products to accelerate the product roadmap and growth.

About the Product

Relo is one of our B2B SaaS businesses now scaling its customer base primarily across the UK and USA since September of 2022. Relo is a repeat revenue platform designed specifically for FMCG brands using Shopify & Klaviyo. Relo uses data science to predict when a brands customers are ready to reorder, try a new product, or start a paid subscription and sync that data straight to their email platform (Klaviyo). By targeting customers at the right time, with the best offer we’re able to increase repeat revenue and new paid subscribers by up to 40% for leading FMCG brands like Soylent, Absolute Collagen & Ursa Major.

We’re looking to expand our team with a Customer Success Executive who will play an integral role in helping expand our client base both locally and internationally. The chief responsibility will be to provide ongoing support to existing clients as well as creating and maintaining client relationships via product onboarding and feature adoption comms.

The Customer Success Executive will report to Relo's Chief Operations Officer, based in the UK and on GMT+1 time zone.

You’ll be responsible for:

• Providing technical support to clients, resolve queries efficiently and effectively as the day-to-day contact for your customers.
• Owning and managing different client accounts both large and small. This will include creating client relationships, increasing product adoption and maintaining client satisfaction.
• Providing strategic advice and consultation on how to most effectively get the best use out of the system in order to maximise customer retention and ROI.
• Effective onboarding of new clients and ensuring that success metrics are hit during the initial trial period.
• Running training sessions and demos for new users.
• Gather and articulate client requests or issues and feedback to the product team.
• Work closely with sales in understanding the requirements of each new client.
• Ability to communicate efficiently across various departments.

Requirements:

• 2+ years of relevant experience in Customer Success or equivalent. Proven ability to drive continuous value of product(s).
• Ideally SaaS experience.
• Excellent written and verbal communication.
• Impeccable organisation.
• High level of independence as this position will be remote.
• Experience using Shopify and/or Klaviyo platforms is desired but not essential.

What does the interview process looks like?

Initial video conversation
Take home assignment
Final interview with the Hiring Manager