Senior Customer Success Manager, Relay
Mandarin Speaking
+ Generous equity
3-5 days a week in office (Old Street, London)
Enabling retailers to supercharge their e-commerce growth
Job no longer available
Enabling retailers to supercharge their e-commerce growth
101-200 employees
Job no longer available
+ Generous equity
3-5 days a week in office (Old Street, London)
101-200 employees
Company mission
Realising the most efficient delivery network to create the most compelling experience for clients, consumers and relayers.
Role
Who you are
- 5+ years of experience in B2B enterprise customer success/client management that require high levels of cross-functional collaboration
- Experienced in working with C-suite or executive-level external client contacts
- Comfortable using Google Slides (PowerPoint) and Google Sheets (Excel) to independently carry out analyses and presentations
- Superb communication mastery, clearly structured in both verbal and written formats
- 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 required (please note this is non-negotiable!)
What the job involves
- We are looking for a Senior 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
- Serve as a key primary point of contact for and develop positive relationships with Relay’s clients
- Conduct regular business reviews with senior-level 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
- Lead on new client onboarding, coordinating with newly signed clients and involving 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 in driving long-term, sustainable growth in Relay’s client portfolio
- Occasional business travel abroad will be required
Application process
- Video call with Internal Recruiter (remote)
- Video call with Head of Customer Success (remote)
- Case Study interview with CCO & head of Customer Success (case study sent a few days in advance, conducted on site or remote)
- Founder interview (on site or remote)
- Short video call with Head of Sales (remote)
Salary benchmarks
Our take
In recent years, e-commerce has grown considerably. Despite this, the retail sector is still in the early innings of digital disruption in the US and the UK (especially when compared to more digitally mature markets such as China).
Relay enables e-commerce through re-wiring the critical delivery infrastructure to address the growth of e-commerce in the UK. Not only do they enable orders of magnitude better delivery in speed and cost for retailers and consumers, but they are also doubling down on making sure their ecosystem of delivery drivers and the planet benefit.
Relay are early stage, and backed by founders who both have considerable experience at delivery service company, Stuart. With this expertise and solving a problem within a growing market, the company are well set make a difference to how retailers provide online delivery.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Feb 2025
$35m
SERIES A
Nov 2023
$10m
SEED
Total funding: $45m
Company benefits
- Hybrid remote work (3 days/week in the office)
- Cool co-working office in the heart of Shoreditch
- Competitive equity and compensation package, and culture of recognition
- 25 Days Holiday (plus bank holidays)
- Monthly social events - from Crystal Maze escape rooms to pottery painting and life-size Monopoly! We also have an annual off-site where we all get together in person to celebrate our wins and plan for more success in a relaxed environment.
- Unlimited free snacks and drinks in the office (all the Dash water you can drink, a whole cupboard full of nibbles, plus we have wonderful coffee machines!)
- Contributory pension
- Perks At Work discount scheme - online shopping discounts, cheap cinema tickets, money off holidays and so much more!
- Free membership of the gym in our co-working space
Company HQ
Old Street, London, UK
Leadership
Nicole Mazza
(CCO)Previously worked at Stuart, becoming Commercial Director in 2018. They are also on the Board of Advisors at HYPER CRUNCH and is a Member of Pavilion.
Jonathan Jenssen
(CEO)Worked at Stuart for over five years, first as Head of Operations and later becoming General Manager.
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