Company mission

In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses.

Relay is an e-commerce-native logistics network. We are built from the ground up for environmental, social, and economic sustainability. By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.

At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them. That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t like what you ordered, at the tap of a button we’ll send someone to pick it up.

To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated user experiences that guide our team members on the ground. 

About the role

We are looking for a Manager - Customer Success who will be responsible and accountable for client growth, retention, and profitability of our client portfolio. In addition to acting as the commercial client champion, you will also have the opportunity to collaborate with Relay teams on jointly delivering on key KPIs of sustainable, profitable client growth.

As the Manager - Customer Success at Relay, you can expect to…

• Serve as a key primary point of contact for and develop positive relationships with Relay’s clients
• Conduct regular business reviews with all levels of client contacts and gather impactful feedback and insights for continuous improvement
• Closely collaborate with our internal operations, tech, and data teams to deliver successful performance for Relay’s clients
• Support new client onboarding, coordinate with newly signed clients and involve operations and tech teams to jointly and properly set-up client operations
• Develop and implement processes and best practices for smoother account operations
• Own problem-solving from start to finish, handling various requests from clients as well as from internal teams in a timely and effective manner
• Maintain up-to-date and accurate information about our clients to ensure Relay’s knowledge base is accurate
• Assist the Head of Customer Success and the Senior Manager - Customer Success in driving long-term, sustainable growth in Relay’s client portfolio

Requirements

We are looking for candidates who have…

• 4-5 years of experience in B2B enterprise customer success/client management that require high levels of cross-functional collaboration
• Superb communication mastery, clearly structured in both verbal and written formats
• Comfortable using Google Slides (PowerPoint) and Google Sheets (Excel) to independently carry out analyses and presentations
• Excellent prioritisation and organisation skills, highly effective at task management and time management under pressure
• Ability to thrive in a fast-paced start-up environment and adapt quickly to changing priorities
• Self-starter and collaborator; there is no task that is too daunting or too challenging for you to take on, in–and sometimes outside of–the customer success function
• You must be comfortable with data analytics; you will not need to build dashboards, but you will frequently be required to interpret data and extract insights to turn them into actions, as well as work with the analytics team on proactively and continuously iterating on data reporting improvements
• Mandarin language proficiency a big plus

The qualifications and experiences above act as a loose guide to what we’re looking for. We’d still love to hear from you if you have more or less experience, so long as the core skills can be demonstrated.

Benefits

• Competitive salary plus equity, commensurate with experience 
• 25 paid holidays per year
• Hybrid working; office located in London near Old Street tube station
• A culture of learning and growth where you're encouraged to take ownership from day one
• Team socials/events