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Customer Success Manager
3 weeks ago
Our mission is to increase the success rate of small businesses. Traditional banking has been a growth limiter rather than a growth enabler for business owners, and we’re changing that.
Relay is the all-in-one, collaborative money management platform. We’re building for employer SMBs and their finance function, internal and external, and are focused on delivering a human-centric customer experience. Ultimately, we help SMBs be ‘on the money'.
We’re looking for a
** Customer Success Manager (CSM)** to help us scale our Customer Success engine. This is a net-new role that is a unique opportunity for someone eager and very keen to build the formative stages of our Customer Success team. You’ll be one of the first CSMs to join the team and will partner with our Sr. Manager of Customer Experience to scale this function to new heights.
Our Trustpilot and our Glassdoor share more about the exciting wins we have accomplished as a company and as a team, we encourage applicants to review to understand the potential of joining Relay.
This role will focus on our highest value accountant and bookkeeper accounts, working in partnership to build trust and deliver value for customers we care deeply about. If you are solution-oriented, enjoy being resourceful and have deep empathy for customers (and like to work with a fun team); come join us
**How you can make an impact in your first six months**:
- Build lasting and meaningful relationships with Relay’s Accounting and Bookkeeper customers through genuine human interaction
- Build creative strategies to engage your customers, improving usage, retention and growth numbers
- Help contribute to the foundational pieces of a growing Customer Success team in metrics, processes, best practices and tooling
- Partner with Sales, Product, Marketing and Support teams to deliver great customer outcomes at any point in the customer lifecycle
- Drive adoption and education of new products, features and integrations to maximize the value customers see in Relay
- Bring industry best practices to the team to drive growth and scalability
**How you can make an impact right away**:
- 1+ years of working in Customer Success, Account Management or Sales at a SaaS company
- Owned retention and growth numbers on your own book of business and can clearly articulate your performance how you have delivered toward these numbers
- Relationship building skills, you inspire candour and trust (this is critical); both cross-functionally as well as with customers
- Deep empathy for customers and the willingness to problem solve; you’re resourceful and deliver excellent customer service
- Fine-tuned prioritization skills to maximize your impact; with the ability to rise to a challenge-you can handle change and uncertainty and can see the most effective path to resolution
- Been a crucial part of a growing company and want to contribute effectively
- Strong written and verbal communication skills, with the desire to grow and develop this further
**Nice to have**:
- Previous startup experience or experience in a quickly changing environment
- Experience from a lean team or ideally you have been part of a first team function
- Experience mentoring or training other team members
- Experience as an accountant or working directly with accountants/bookkeepers in a previous role
**If you join us, you will have**:
- Personal and professional growth. We care about getting better everyday and leveling up. Our goal is to make Relay a step-change career opportunity
- An outstanding work environment that is passionate about getting stuff done, collaboration, learning and having fun
- A fast-paced, collaborative and rewarding team environment, where your perspectives and experiences matter
- Leaders who support your growth and success through regular feedback and coaching
- Comprehensive benefits that start from day one of employment and a health spending account (HSA)
- A competitive salary and meaningful equity
- Considerable vacation; end of year holiday shutdown
- Birthday perks, dog-friendly office days, team off-sites and virtual/in-person team bonding events, summer and monthly events and more
- Flexible work environment with catered lunches and a snack/beverage program
**The Interview Process**:
- Stage 1: A 30-minute Google Meets call with a member of the People Team.
- Stage 2: A take-home writing sample about Customer Success.
- Stage 3: A 1-hour Google Meets interview with the Sr. Customer Experience Manager.
- Stage 4: A 30-minute Googe Meets interview with two members of the Relay team (this will include a short demonstration activity, the brief will be provided beforehand).
- Stage 5: A 30-minute Google Meets interview with the CEO of Relay.
**What’s important to us**:
At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal opportunity employer and we welcome people of divers
