Head of Customer Success

Head of Customer Success

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. We are looking for a Head Customer Success who will be responsible and accountable for overseeing client growth, retention and satisfaction. You will be responsible for building out and leading the customer success organisation, setting up KPIs, processes and protocols, and implementing best practices for delivering client growth.

As a Head of Customer Success at Relay, you can expect to…

  • Develop and execute the customer success strategy, aligning it with the company's overall goals and objectives to drive growth

  • Define and implement effective processes, protocols, and workflows to ensure seamless customer onboarding, adoption, and retention.

  • Establish and monitor KPIs and metrics to measure customer success performance, regularly reporting on progress and identifying areas for improvement.

  • Collaborate with cross-functional teams, including sales, product, and operations, to ensure a unified approach and seamless customer experience throughout the customer journey.

  • Build, develop, and manage a high-performing customer success organisation, fostering a culture of excellence, collaboration, and continuous improvement.

  • Proactively engage with customers, building strong relationships, understanding their needs, and providing strategic guidance to maximise their success with Relay's proposition.

  • Monitor customer health and identify potential risks or issues, implementing proactive measures to mitigate churn and ensure high customer retention rates.

  • Conduct regular business reviews with key clients, demonstrating the value and impact of Relay's solutions and identifying opportunities for further growth and optimization.

  • Stay up-to-date with industry trends, customer success methodologies, and emerging technologies to drive innovation and ensure best-in-class customer success practices.

You might be a great fit for this role if…

  • There is truly no job in customer success you would not be excited to take on – and some outside of CS as well. From managing Enterprise accounts, to building out a team, to implementing new processes and protocols to be followed, to completing last mile routes to understand your impact on the end to end operations, you want to do it all. We don’t expect you to have done all of these jobs before, but we do hope you’ll be curious to learn how to do them.

  • You have high agency and take pride of ownership in your work. You naturally take initiative, seeking out the best opportunities for impact.

  • You have deep empathy for the humans for whom you work with, our clients, our end customers, operational team members, last & middle mile couriers, customers, partners, and your fellow colleagues. You seek out the chance to hear directly from them and go out of your way to incorporate their feedback into your work.

  • You are eager to rapidly implement change, see results and iterate quickly within new problem domains.

  • You value and practise clear communication, active listening, and intentional collaboration.

We are looking for candidates who…

  • Minimum of 6 years of experience in customer success, account management, or a related role

  • Proven track record of building and leading successful customer success organisations.

  • Strong understanding of customer success methodologies, processes, and best practices.

  • Exceptional leadership and team management skills, with a passion for coaching and developing talent.

  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.

  • Analytical mindset, with the ability to leverage data and insights to drive strategic decision-making.

  • Results-oriented mindset, with a focus on achieving and exceeding customer success and revenue targets.

  • Experience working with CRM software and proficiency in customer success platforms and tools.

  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

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