Customer Success Manager

Reli. is a dynamic eCommerce company experiencing rapid growth via selling on Amazon (www.amazon.com/reli), Walmart, our own Shopify store, and eBay. We currently service 10,000+ orders daily across our eCommerce marketplaces, with over 1,000,000+ unique customers such as Marvel, Dominos, and Lululemon.

Reli. is looking for a Customer Success Manager to reduce churn and improve retention among our Amazon.com and B2B customers. This role will focus on optimizing our customer experience at all stages of the journey-particularly post-purchase engagement-to encourage repeat business and cultivate brand advocates. You will manage reviews, Q&A, and other feedback channels, ensuring timely, empathetic resolution of issues and transforming potential detractors into loyal customers.

Beyond Amazon, you'll oversee our ShopReli.com B2B customer base, tailoring solutions to meet their bulk ordering needs. By analyzing feedback trends and collaborating with cross-functional teams, you'll tackle product or service shortcomings head-on and create strategies that keep our customers coming back.

This is a rare opportunity to be the founding member of Reli.'s Customer Success team. You'll not only define and execute strategies for enhancing customer satisfaction but also lay the foundation for an eventual team that will grow alongside the company. As we scale, there will be opportunities to mentor new hires, refine our processes, and step into higher-level leadership roles within the organization.

Why Join Us?

A collaborative, innovative work environment that values growth and continuous learning.

Opportunities to shape the development landscape and make a real impact.

Comprehensive benefits and competitive compensation aligned with industry standards.

Hybrid Remote: Reli. is headquartered in Cerritos, CA. We are Hybrid Remote. Our work-from-home days are Mondays, Wednesdays, and Fridays. Our in-office days are Tuesdays and Thursdays to facilitate team bonding and collaboration.

Key Responsibilities:

• Retention & Churn Reduction Strategy
• Develop and implement strategies to enhance customer loyalty and reduce churn.
• Monitor buying frequency, order histories, and support interactions to proactively identify at-risk customers. Initiate targeted outreach to address concerns before customers churn.
• Map out and optimize the customer journey from the first purchase to repeat orders. Ensure that each touchpoint-emails, Q&A responses, or account check-ins-reinforces our value and encourages retention.
• Amazon Metrics & Performance Management
• Focus on Amazon-specific metrics tied to retention, including new-to-brand metrics, recurring purchase rates, product rating improvements, and seller feedback scores.
• Track and reduce refunds and replacements by proactively identifying pain points that lead to dissatisfaction and churn.
• Investigate competitor feedback and offerings to discover ways to boost our retention strategy. Communicate findings to relevant teams.
• Amazon Customer Advocacy & Support
• Keep a close eye on Amazon product reviews, seller feedback, and Q&A. Respond promptly and courteously within Amazon's guidelines, always aiming to resolve issues that could lead to customer churn.
• Aggregate and analyze customer feedback from Amazon channels to pinpoint root causes of dissatisfaction. Work with internal teams (Product, Supply Chain) to address these issues effectively, reducing negative reviews and maintaining positive ratings.
• B2B Customer Success for ShopReli.com
• Ensure B2B clients receive specialized attention, understanding that bulk buyers have unique needs (e.g., invoicing, large-quantity fulfillment, custom packaging).
• Build long-term relationships with business customers through regular check-ins, personalized product recommendations, and reliable order fulfillment-minimizing churn among key accounts.
• Partner with Product, Supply Chain, and Data & Automation teams to streamline processes that will improve reorder rates and keep businesses satisfied enough to remain loyal, long-term customers.
• Cross-Functional Collaboration
• Serve as the customer's voice. Share top drivers of churn or retention with Product and Advertising teams inform feature enhancements, marketing campaigns, and process improvements.
• Work with Product and Advertising teams to develop messaging that addresses frequently asked questions, highlights positive testimonials, and promotes reorder benefits or loyalty programs.
• Collaborate with Product and Supply Chain teams to refine solutions or develop new offerings that address common reasons for churn (e.g., packaging issues, product inconsistencies).
• Customer Engagement & Loyalty Programs
• Leverage approved Amazon outreach methods (e.g., post-purchase emails within guidelines, follow-up inserts) to educate and delight customers, fostering long-term loyalty.
• Introduce referral or reward programs tailored to business clients (e.g., volume discount incentives, loyalty tiers) to encourage repeat orders and reduce churn risk.
• Evaluate engagement and loyalty programs regularly, iterating based on customer feedback, participation rates, and ROI.
• Content & Resource Management
• Create and maintain FAQs, product guides, and how-to content, ensuring customers have easy access to the information needed to use products successfully (a key factor in retention).
• Develop internal resources to guide support staff in effectively addressing common churn triggers and retention opportunities.
• Amplify success stories and loyalty wins internally and externally to reinforce best practices that drive retention.

Qualifications:

• 5+ years in customer success, account management, or customer experience roles at eCommerce brands, tech companies, or SaaS is highly valued.
• Demonstrated track record in improving retention and reducing churn through proactive customer engagement strategies.
• Retention Mindset: Proven ability to design and execute churn-prevention tactics-whether through structured loyalty programs or personalized outreach.
• Experience with conflict resolution and de-escalation in high-impact customer scenarios.
• Ability to transform qualitative feedback (reviews, Q&A, support tickets) into actionable insights.
• Capable of juggling multiple responsibilities (churn analysis, loyalty program management, Amazon Q&A oversight) while meeting deadlines.
• Self-starter who can build strategic retention initiatives from the ground up and champion them across teams.
• Collaborative and persuasive in cross-functional settings-able to rally Product and Advertising teams around retention goals.
• Proficient at analyzing data (Google Sheets to identify churn trends and propose data-driven improvements)
• Comfortable navigating Shopify or other e-commerce platforms and willing to learn new tools to optimize B2B workflows.
• Familiarity with common retention metrics (LTV, repeat purchase rates, churn percentages) and methodologies like NPS or CSAT for capturing customer sentiment.
• Excellent written and verbal communication, adept at turning frustrated customers into loyal advocates through empathy and timely resolution.
• Bachelor's degree in Business, Marketing, Communications, or related field.

Preferred Qualifications:

• Familiarity with customer success on the Amazon marketplace and/or B2B account management
• Hands-on experience with CRM or customer support platforms (e.g., Zendesk, Freshdesk, Gorgias)
• Knowledge of Amazon Seller Central features for customer communication, returns, and feedback management
• Additional certifications in Customer Success, Customer Experience, or project management are a plus-but proven expertise is paramount.

Fantastic employee benefits:

• Paid Time Off (Vacation, etc.) - 15 Days PTO to Start + 1 additional day per year working at Reli.
• 10 Paid Holidays in addition to PTO
• Hybrid Work Schedule
• Regular Team Happy Hours/Events
• Employer Matching for 401(k)
• Health Care (Medical, Vision, Dental) - Blue Shield PPO or HMO Medical Insurance
• Monthly wellness stipend of up to $260 for mental, emotional, and physical wellbeing
• Life Insurance