Customer Success Specialist

Relay Commerce is a group of talented and seasoned SaaS operators, and we’re building the best environment to grow B2B SaaS companies. We’re acquiring bootstrapped ecommerce software tools from exceptional founders, with the goal of accelerating growth through investments in people, process, and infrastructure. Relay acquires businesses directly from founders and transitions the day to day business management to one of Relay’s Portfolio CEOs. At Relay, we believe Customer Success is a critical function, and that it is the primary driver of customer growth and product insights.

About the Role:

The Customer Success team is the first line of contact for our merchant customers, and the Customer Success Specialist role is critical for helping merchants maximize their time-to-value from Relay’s products and facilitating positive outcomes. Customer Success Specialists are product experts and problem solvers, who can engage users on our product offering and help train and troubleshoot. The Customer Success team is frequently interacting with customers and have significant responsibility as the voice of the Relay team to project a positive, professional image. Finally, Customer Success Specialists help inform product development by proactively contribute insights from customer interactions that close any gap between product features and customer needs.

Primary Responsibilities

• Effectively communicate with customers to troubleshoot user experiences and maximize customer satisfaction.
• Serve as the “voice of the customer” and provide feedback to product and marketing teams on how we can better serve our customers.
• Become an expert on Relay’s product offering and be able to clearly identify and articulate our product features and train users.
• Represent the Relay team and maintain a positive, empathetic tone with customers.

Important Traits for Success

• User-first mindset: the specialist approaches problems by first understanding the user’s needs
• Empathy: the specialist can effectively put themselves in the shoes of a user and articulate what their needs are
• Collaborate cross-functionally: the specialist is comfortable working across internal teams (product, marketing, leadership) to effectively communicate customer needs internally and communicate product and marketing features externally
• Problem solver: the specialist can approach problems in a logical, structured way; can help customers brain storm solutions, or know when to elevate requests to technical support
• Strong communicator: the specialist is an attentive and active listener and can explain interact with customers with a positive tone
• Proactive: surfaces product suggestions, concerns, and insights
• Demonstrate Relay’s four Core Values in all professional interactions

Requirements & Preferred Qualifications

• Experience working collaboratively with technical counterparts
• Excellent written and oral communication skills with the ability to document and interface with both customers and internal teams
• Direct industry experience in ecommerce or B2B SaaS; ideally experience working with SMB customers
• Experience and proficiency in using systems like Intercom, Notion, and other tools of the trade, or willingness to adapt and learn
• Minimum 4+ years experience in customer success or consultative customer facing roles