Relay Commerce

• Manage, coach, and develop a small team of Customer Success professionals while remaining actively involved with customers. • Lead by example through hands-on customer engagement and operational excellence. • Establish clear performance expectations, KPIs, and accountability measures. • Conduct regular one-on-ones, performance reviews, and career development conversations. • Create a culture of customer obsession, accountability, collaboration, and continuous improvement. • Mentor junior Customer Success team members and help them develop stronger customer management, communication, and problem-solving skills. • Ensure appropriate customer coverage across accounts and time zones. • Own customer retention, customer health, and customer satisfaction metrics. • Develop and execute customer success strategies that improve onboarding, adoption, retention, and expansion. • Act as an escalation point for complex customer situations. • Monitor customer health indicators and proactively address risk. • Drive successful onboarding experiences and long-term customer outcomes. • Identify opportunities for account growth and partner with Sales on expansion opportunities. • Build and improve Customer Success processes, workflows, documentation, and playbooks. • Ensure customer data, account information, and customer health tracking remain accurate and actionable. • Develop reporting and dashboards to measure team performance and customer outcomes.

• Own and maintain our Applicant Tracking System (Lever), ensuring candidate statuses, workflows, settings, and configurations are accurate and up to date • Continuously optimize and maximize Lever utilization, including reporting, automation, and process improvements • Partner with hiring managers and teams to develop hiring plans and hiring strategies, including job descriptions, interview plans, feedback forms and scorecards, application form questions, interview questions, take-home assignments (when applicable) • Draft, post, and manage job openings in Lever and across relevant job platforms • Coordinate interviews across teams, including scheduling, interviewer preparation, and candidate communication • Collect, track, and synthesize interview feedback to support timely, well-informed hiring decisions • Manage candidates through the full hiring lifecycle, ensuring a smooth, thoughtful, and consistent candidate experience • Conduct reference checks for final candidates and document outcomes • Partner with Finance to obtain budget approval and funding for job postings and recruiting-related tools • Support administrative and operational People Ops tasks • Maintain and update People systems and tools, including employee data and organizational chart • Coordinate monthly team-building and engagement activities, including logistics and communication • Assist with People Ops documentation, tracking, and process upkeep • Provide operational support across onboarding, offboarding, and internal people-related workflows as needed

• Build and maintain BU dashboards and board reporting packages in Syft • Prepare monthly variance analysis (MoM and Budget vs. Actual) for GM reviews • Partner with GMs to understand their reporting needs and business drivers • Investigate and explain revenue, expense, and margin variances • Translate financial data into clear business insights for non-finance stakeholders • Support ad-hoc analysis requests from business units • Support Assistant Controller on assigned reconciliations and close tasks • Own deferred revenue recognition across SaaS products • Prepare journal entries, accruals, and account reconciliations for review • Analyze account balances and proactively investigate discrepancies • Coordinate intercompany and cross-BU transactions • Ensure assigned close tasks are completed accurately and on schedule • Own Ramp expense reporting, categorization, and trend analysis • Review expense coding for accuracy and consistency across BUs • Monitor expense trends and flag anomalies or policy issues proactively • Maintain reporting dashboards and BU-level financial templates • Ensure data integrity between accounting systems and reporting outputs • Improve workflows between QuickBooks, Ramp, Syft, and other platforms • Identify opportunities to streamline reporting and close processes • Document financial processes and improve cross-functional workflows • Strengthen controls and data quality across systems • Support audit preparation and financial controls documentation

• Work as part of a skilled, multi-disciplined product engineering team to deliver modern software. • Deliver TypeScript services built on Docker, Node, Express, PostgreSQL, and TypeORM. • Contribute to React applications which rely on our APIs and integrate with Shopify. • Deliver features that address real customer problems with your team. • Support Customer Success by maintaining the live production system. • Participate in architectural discussions and contribute to process improvements.

• Develop and execute a comprehensive product strategy that aligns with the company's vision and drives significant market impact. • Lead the end-to-end product lifecycle, from ideation and customer discovery to launch and post-launch optimization, with a strong focus on go-to-market strategy and execution. • Define and prioritize a product roadmap that balances innovation, customer needs, and business objectives, with an emphasis on creating unique value propositions. • Collaborate closely with engineering, design, and data teams to translate product requirements into tangible and scalable solutions. • Cultivate a deep understanding of the e-commerce landscape, our customers' evolving needs, and competitive dynamics to identify and capitalize on new opportunities. • Champion a data-informed culture, leveraging analytics and user feedback to make informed product decisions and measure success. • Engage with key stakeholders, including marketing, sales, and customer success, to ensure seamless product launches and effective market positioning. • Develop AI-powered and data-driven products, leveraging AI technologies (such as LLMs and ML) and machine learning models to deliver personalized user experiences and enhance product functionality. • Maintain a regular cadence of direct customer conversations to gain a deep understanding of customer desires beyond their initial requests.

• Own assigned portions of the monthly close across multiple entities • Prepare and review journal entries, accruals, and account reconciliations • Analyze account balances and proactively investigate discrepancies • Coordinate intercompany and cross-BU transactions • Ensure reconciliations are completed accurately and on schedule prior to Controller review • Identify opportunities to reduce close timelines and improve controls • Oversee bi-weekly expense recording and categorization across systems • Review expense coding for accuracy and consistency across BUs • Monitor trends and flag anomalies or policy issues proactively • Strengthen documentation and receipt compliance processes • Improve workflows between QuickBooks, Ramp, and other platforms • Maintain and update reporting dashboards, forecast models, and BU templates • Ensure data integrity between accounting system and reporting outputs • Support management and board reporting through accurate data compilation • Contribute variance explanations and reporting commentary as needed • Document processes and improve cross-functional data workflows

About the Company Relay Commerce is building a portfolio of software solutions to help merchants scale e-commerce and simplify their marketing tech stack. Powered by a centralized customer data platform, Relay's suite of software tools allows merchants to automate key revenue generation workflows to drive organic growth and increased profitability. The Relay ecosystem currently consists of eight software products that accelerate merchant revenue growth through email marketing automation, user generated content management, on-page conversion optimization, retention analytics, subscription management, and social commerce. Relay's products are established as key tools in the SMB e-commerce revenue generation stack, servicing more than 35,000 customers globally that collectively generate >$1BN in GMV annually. About the Product Flockler is a social media aggregator platform that empowers marketers and businesses to display authentic social media feeds on their websites and digital screens. By showcasing user-generated content from platforms like Instagram, TikTok, X, BlueSky and LinkedIn, Flockler helps brands drive engagement, build trust, and boost conversions through authentic storytelling. About the Role As Growth Marketing Manager, you will own Flockler's marketing engine from strategy to execution, leading a small team and managing our agency partnerships. We are looking for someone excited to roll up their sleeves and drive growth in a scaling product environment. You'll work closely with two other marketing professionals while managing relationships with external agencies ( i.e. Webflow, paid advertising). As the marketing owner of HubSpot, you'll be responsible for optimizing our marketing automation, lead management, and reporting infrastructure. You'll partner with our General Manager, Customer Success, Account Management, and Engineering teams to build and execute Go-To-Market plays, manage our marketing operations, and drive pipeline growth. You'll need to possess strong leadership and organizational skills, take ownership of your work, and have an insatiable desire to take action and make things happen. What will you be doing? Team Leadership & Development Work closely with and mentor a team of 1-2 marketing professionals (SEO and content creation) - collaborating, providing guidance and feedback Delegate work effectively, ensuring your colleagues have clear priorities and are set up for success Build a high-performing marketing function with clear processes and accountability Agency & Vendor Management Own relationships with external marketing agencies, including Webflow development, as well as paid advertising partners Set clear expectations, deliverables, and timelines for agency partners Evaluate agency performance, provide feedback, and make recommendations on partnerships Manage agency budgets and ensure ROI on all external spend Coordinate between internal team and agencies to ensure seamless execution HubSpot Administration & Marketing Automation Own HubSpot from a marketing perspective, serving as the primary administrator and strategist Build and optimize email workflows, lead scoring models, and nurture campaigns Manage list segmentation, contact properties, and data hygiene Create and maintain dashboards and reports to track marketing performance Implement marketing attribution and ensure proper tracking across all campaigns Train team members on HubSpot best practices and optimization Event Planning & Execution Research and recommend which industry events, conferences, and webinars Flockler should target for maximum impact Coordinate event preparation including booth design, collateral, demos, and promotional materials Support the General Manager with presentation preparation, talking points, and event strategy Execute post-event campaigns including lead nurturing, follow-up sequences, and performance analysis Track event ROI and use insights to inform future event strategy Marketing Operations & Project Management Run the weekly marketing meeting, setting priorities and driving accountability across all initiatives Oversee and prioritize the marketing roadmap, ensuring execution is timely and aligned with business objectives Own design requirements and coordinate with internal teams and agencies to deliver high-quality assets Required Skills & Qualifications: Team Leadership: 2+ years of experience managing and developing marketing team members, with proven ability to delegate, provide feedback, and drive accountability Agency Management: Proven track record managing multiple external agencies and vendors, delivering quality work on time and on budget HubSpot Expertise: 1+ years of hands-on experience with HubSpot Marketing Hub, including workflow automation, lead scoring, email marketing, and reporting. HubSpot certification strongly preferred Marketing Experience: 5+ years in product marketing, growth marketing, or digital marketing roles, preferably in B2B SaaS or martech Event Marketing: Experience planning and executing industry events, conferences, or webinars with measurable pipeline impact Project Management: Demonstrated ability to manage multiple initiatives simultaneously, keeping projects on track and stakeholders aligned Technical Proficiency: Hands-on experience with Webflow (or similar CMS), Google Analytics, and project management tools Analytical Mindset: Comfortable using data to measure performance, identify opportunities, and make decisions Communication Skills: Exceptional written and verbal communication skills for creating compelling copy and aligning cross-functional teams Go-To-Market Expertise: Experience launching products or features and executing integrated marketing campaigns Outbound Marketing: Proven experience developing and executing outbound marketing campaigns, including cold email sequences, paid acquisition channels, and/or direct outreach strategies that generated measurable pipeline growth Preferred Qualifications: Experience building and scaling a marketing function from 0 to 1 Familiarity with social media marketing, user-generated content, or martech industry trends Understanding of B2B SaaS sales cycles and pipeline metrics Experience with trade show logistics, booth management, and event sponsorships Knowledge of marketing tech stack integrations and data flows “Get stuff done” Attitude - demonstrated ownership, initiative, and motivation Comfortable working in a fast-paced, startup or growth-stage environment where priorities evolve quickly Strong work ethic and ownership. Self-motivated, detail-oriented, and proactive in driving projects forward What Success Looks Like: Building and leading a high-performing marketing team that consistently delivers results Establishing productive agency partnerships with clear KPIs and strong ROI Optimizing HubSpot to improve lead quality, conversion rates, and marketing attribution Developing a strategic event calendar that drives qualified pipeline and brand awareness Consistently growing MQLs and pipeline contribution through optimized campaigns, events, and website performance Successfully launching 4-6 Go-To-Market plays per year with measurable impact on product adoption Building a well-oiled marketing operations system with clear processes, accountability, and metrics Improving marketing efficiency through better team management, agency coordination, attribution tracking, and budget allocation Developing Flockler's brand authority and thought leadership in the social commerce and UGC space Location United States and Brazil: This role is currently 100% remote , with the plan to transition to a hybrid schedule within 9 to 12 months . Candidates must be based in Florianópolis (Brazil), Denver, CO (USA), or Philadelphia, PA (USA) . Once hybrid work begins, the team will collaborate in person 2-3 times per week , with flexibility built into scheduling. Hiring Process Screening Round with Muriel Cirimele, Head of People: 45-Minutes Trial Project / Take Home Assignment: 2-3 Business Days Interview with Brooke Hahn, Flockler General Manager (Hiring Manager): 45-Minutes Final Interview with Tom Kincheloe, Chief Revenue Officer & Shannon O'Boyle, Head of Marketing, Retention: 1-Hour References Offer Benefits & Perks Flexible Time Off Public Holidays Off Paid Parental Leave Work From Home Stipend Therapy/Mental Health Reimbursement Co-working Space Allowance Company Swag If you're a results-driven marketing leader who thrives in a generalist role and loves turning strategy into execution within a small but nimble team, we'd love to hear from you! Relay Commerce is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.