Customer Success Manager

Who we are:

For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact - and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

Your role:

As a Customer Success Manager (CSM) at Global Relay, you will be the primary point of contact and a trusted advisor to a portfolio of customers across our SMB and Mid-Market segment. You will drive value realization, adoption, and growth by building strong relationships, understanding business objectives, and aligning our solutions to customer needs.

You will manage and expand customer engagement across multiple departments, lead renewal and expansion conversations, and mitigate churn risk. You will also collaborate with internal teams to ensure satisfaction throughout the customer lifecycle.

This role is ideal for individuals who are passionate about customer advocacy, enjoy working cross-functionally, and thrive in a fast-paced SaaS environment.

Your responsibilities:

• Act as the primary point of contact for your customer portfolio, building trusted relationships across both operational and executive stakeholders
• Own renewal strategy and drive gross revenue retention, upsell, cross-sell, and multi-year commitments
• Identify and execute on expansion opportunities through data analysis, usage trends, and business objectives
• Serve as the primary escalation point for customer issues, coordinating with Support, Product, and Client Services to resolve challenges
• Build and execute account plans that balance growth and risk mitigation
• Understand customer objectives, align Global Relay solutions, and proactively deliver insights, benchmarking, and best practices
• Create customer champions and advocate for customer needs internally
• Conduct regular Executive Business Reviews (EBRs) with accounts, using data-driven insights to reinforce value and secure renewal commitments
• Participate in strategic customer programs, feedback sessions, training initiatives, and industry events
• Enhance customers' target operating models and optimize to improve satisfaction and usage
• Maintain accurate and up-to-date information in Salesforce CRM

About you:

• 3+ years of experience in Customer Success, Account Management, or Strategic Client Services - preferably in SaaS, financial services, compliance, or a regulated industry
• Proven ability to manage a portfolio of mid-sized accounts with varying degrees of complexity
• Strategic thinker with the ability to communicate clearly and influence across all levels, including executives
• Comfortable analyzing customer data to uncover insights, drive adoption, and identify risks or opportunities
• Excellent project management, communication, and presentation skills
• Experience with Salesforce or a similar CRM platform
• Resourceful, proactive, and collaborative with a strong customer-first mindset
• Bachelor's degree required; Master's degree is a plus

Nice to Have:

• Experience working with mid-market customers in a compliance-driven SaaS environment
• Prior involvement in creating or scaling customer success playbooks or enablement initiatives
• Experience with customer lifecycle programs, customer journey mapping, or voice-of-customer programs

What you can expect:

At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.