General Manager, Retention

About the Company

Relay Commerce is an e-commerce enablement platform offering scaling solutions across personalized messaging, social commerce, and customer retention, helping merchants navigate the rapidly evolving digital landscape with a comprehensive suite of tools. The Relay suite of solutions currently drives more than $1 billion in aggregate incremental gross merchandise volume for more than 35,000 merchants.

The Relay ecosystem currently consists of seven software products that accelerate merchant revenue growth through email marketing automation, on-page conversion optimization, user generated content management, retention analytics and subscription management. Relay’s suite of products are established as key revenue generation tools for innovative e-commerce merchants worldwide.

About the Relay Retention Division:

Smartrr, a Relay company, is a leader in subscription solutions for e-commerce brands. The platform empowers hundreds of Shopify merchants to launch, manage, and scale their subscription and loyalty programs with ease. Smartrr has powered more than $300 million in transaction volume—helping brands build stronger, more profitable customer relationships.

Peel Insights is a retention data analytics platform for seven-figure and larger D2C and e-commerce brands. It helps data-driven and customer-obsessed D2C brands by providing insights that improve retention, boost LTV, and increase repeat revenue. Peel powers customer and retention data analytics for hundreds of Shopify and Shopify Plus brands. D2C brands not on Shopify can also use Peel seamlessly.

Relo is a repeat revenue platform designed specifically for FMCG (Fast-Moving Consumer Goods) brands using Shopify & Klaviyo. Relo uses data science to predict when a brand's customers are ready to reorder, try a new product, or start a paid subscription and sync that data straight to their email platform (Klaviyo).

About the Role:

We are seeking a commercially driven and strategically minded General Manager to lead our Retention division, composed of 3 high-growth B2B SaaS products serving the e-commerce ecosystem. We are looking for a builder-operator who can drive innovation and is interested in architecting the next generation of agentic products.

The GM will have ownership of divisional performance, including revenue, profitability, product direction, and operational execution. This leader will oversee cross-functional teams including Sales, Marketing, Customer Success, and Product, and will be responsible for aligning strategy and execution to drive sustainable revenue growth.

This role requires a hands-on operator who can balance strategic leadership with operational discipline and accountability for results. The ideal candidate brings strong B2B SaaS experience, deep familiarity with the e-commerce ecosystem (Shopify and related platforms), and experience managing middle managers across multiple functions.

Strategic Leadership

Define and execute short-term and long-term divisional strategy aligned with company-wide goals.

Identify growth opportunities across products, pricing, packaging, positioning, and partnerships.

Establish clear KPIs and performance metrics across functions.

Isolate and target high-quality merchants ($5M–$500M GMV), tailoring product roadmaps to solve enterprise-level merchant problems.

Lead the "Zero-to-One" journey for new agentic product lines, moving from initial hypothesis to validated buyer intent in 2-week cycles.

Oversee a fast-track innovation lab to build, test, and kill (or scale) new AI prototypes based on real-time customer feedback.

Revenue Ownership & Forecasting

Own full P&L for the Retention division.

Drive predictable revenue growth aligned with annual budgets and forecasts.

Partner with Finance to build and manage forecasts, pipeline visibility, and performance tracking.

Implement strategies to improve conversion, retention, ARPU, and expansion revenue.

Operational Oversight

Ensure operational excellence across Sales, Marketing, CS, and Product.

Drive cross-functional alignment and eliminate silos.

Improve reporting visibility and decision-making cadence.

Build scalable processes across teams.

Team Leadership

Directly manage functional leaders across Sales, Marketing, Customer Success, and Product.

Lead and develop middle managers across departments.

Provide clear direction, accountability, and coaching.

Build a performance-oriented culture rooted in ownership and outcomes.

Ensure hiring and talent development aligns with growth strategy.

Customer & Market Focus

Maintain a strong understanding of customer needs and market trends.

Identify gaps in product-market fit and drive solutions.

Strengthen relationships within the e-commerce ecosystem.

8+ years of experience in B2B SaaS, with significant exposure to martech, e-commerce SaaS, and a proven track record in Revenue Operations,Product Management or General Management.

Demonstrated Forecasting + P&L ownership or direct responsibility for revenue performance

Expert-level understanding of the Shopify ecosystem and the needs of merchants doing $5M to $500M in annual GMV

Experience leading and selling multi-product portfolios or product lines

Proven experience managing middle managers across multiple functions (Sales, Marketing, Customer Success, Product)

Strong understanding of the Shopify ecosystem

Track record of driving revenue growth in a SaaS environment, including pipeline development, retention, and expansion

Experience building and managing revenue forecasts and operational plans

Ability to align cross-functional teams around clear strategic priorities and measurable outcomes

Experience working with globally distributed or remote teams

Familiarity with AI-enabled tools and emerging technologies in marketing or SaaS

Strong familiarity with LLMs, agentic workflows (n8n, Gumloop, or similar), and how AI is disrupting traditional MarTech and commerce operations

Prior experience leading or scaling a division or business unit within a SaaS company

Prior experience as a Founder, Co-founder, "Intrapreneur", or leading innovation within a larger SaaS organization.

Experience working in high-growth or scale-up environments

Background in subscription-based revenue models and SaaS metrics (ARR, MRR, CAC, LTV, retention)

Experience building partnership or ecosystem-driven growth strategies

Experience working with Shopify ecosystem partners, agencies, or app marketplaces

Clear divisional strategy defined and executed.

Revenue targets met or exceeded.

Predictable pipeline and forecast accuracy.

Improved cross-functional alignment.

Measurable improvement in retention and expansion revenue.

High-performing middle management team with strong accountability.

Operational dashboards providing full visibility into business unit performance.

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.