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General Manager of Customer Retention

On-site Full-time
Position filled

Experience Level

Manager

Qualifications

Proven experience in a managerial role within a SaaS or e-commerce environmentStrong understanding of customer retention strategies and metricsExcellent leadership and team management skillsAbility to drive innovation and implement strategic initiativesExceptional communication and interpersonal skillsData-driven mindset with a focus on results

About the role

About Relay Commerce

Relay Commerce is a pioneering e-commerce enablement platform that provides dynamic scaling solutions across personalized messaging, social commerce, and customer retention. We empower merchants to thrive in the fast-paced digital environment with a robust suite of tools, driving over $1 billion in additional gross merchandise volume for more than 35,000 merchants.

Our Relay ecosystem is comprised of seven innovative software products aimed at enhancing merchant revenue growth through email marketing automation, on-page conversion optimization, user-generated content management, retention analytics, and subscription management. These products are recognized as essential revenue-generating tools for forward-thinking e-commerce merchants globally.

About the Relay Retention Division

Smartrr, a division of Relay, leads the charge in subscription solutions for e-commerce brands, enabling hundreds of Shopify merchants to effortlessly launch, manage, and scale their subscription and loyalty initiatives. With over $300 million in transaction volume powered by Smartrr, we help brands cultivate stronger, more profitable customer relationships.

Peel Insights serves as a retention data analytics platform for seven-figure D2C and e-commerce brands, offering insights that enhance customer retention, increase lifetime value (LTV), and drive repeat revenue. Peel supports numerous Shopify and Shopify Plus brands and seamlessly integrates with D2C brands not on Shopify.

Relo is tailored specifically for FMCG brands utilizing Shopify & Klaviyo, utilizing data science to predict optimal reordering times, new product trials, or subscription starts, syncing directly with email platforms like Klaviyo.

Role Overview

We are on the lookout for a commercially driven and strategically savvy General Manager to spearhead our Retention division, which encompasses three high-growth B2B SaaS products within the e-commerce framework. This position is perfect for a builder-operator who is passionate about driving innovation and shaping the future of agentic products.

The GM will be responsible for the overall performance of the division, focusing on revenue, profitability, product direction, and operational execution. This leadership role involves managing cross-functional teams across Sales, Marketing, Customer Success, and Product, ensuring alignment of strategy and execution to foster sustainable revenue growth.

The ideal candidate will be a hands-on operator capable of balancing strategic leadership with operational discipline and accountability for results.

About Relay Commerce

Relay Commerce offers cutting-edge solutions that enable e-commerce merchants to succeed in a rapidly evolving digital landscape. With a diverse suite of tools, we provide support for personalized messaging, social commerce, and customer retention strategies, driving significant growth for our clients.

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