Global Customer Success Manager

Job Description

Job Description

Who we are:

For over 20 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 the Global Customer Success Manager, you will manage the relationship between Global Relay and clients that are designated "Enterprise." You will engage in ongoing account management, reconciliation, upselling, and building trusted advisor relationships, including Global Relay's largest customers, which entails strategic account engagement as well as collaboration across multiple cross-functional teams.

Your responsibilities:

• Be a trusted advisor to executive customer stakeholders effectively uncovering and driving towards business outcomes and customer value
• Create and drive strategy to achieve revenue growth for top accounts
• Mitigate and manage risk; look for and execute on opportunities to drive growth in customer engagement
• Drive achievement of gross revenue retention, upsell, and multi-year renewals by driving renewal strategy and conversations
• Own overall customer relationships and drive engagement and adoption, mine data to effectively measure value, unearth and mitigate risk, and create customer advocacy
• Deepen depth/breadth of customer relationships across multiple business units and geographies including building champions across executive stakeholders
• Work successfully with a wide variety of cross-functional internal partners to advocate for and resolve customer issues
• Build account plans and execute on strategy for growth and risk on account(s)
• Assess, clarify, and validate customer needs on an ongoing basis to accomplish land and expand goals
• Leads and manages the relationship between Global Relay and top customer accounts
• Contribute to process improvements and to help the team continue its evolution of what makes an excellent customer success organization
• Able to lead and organize projects and campaigns relevant to the customer and to the Customer Success organization
• Participate in Global Relay forums, client visits, and conferences

About you:

• 7+ years of account management or customer success experience, with large, enterprise-level accounts in compliance, finance, or SaaS with strong understanding of SaaS solutions
• Education in a relevant field, preferrable with a master's degree
• Demonstrates ability to assess customer needs and deliver appropriate solutions
• Strategic mindset and ability to engage and build trust with executive stakeholders
• Experience landing and expanding global customer accounts
  Proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong attention to detail
• Excellent verbal and written communications skills
• Resourceful with strong problem-solving skills
• Enthusiastic, strong worth ethic and positive attitude
• Excellent listening, negotiation and presentation skills at the highest level

Compensation:

Global Relay advertises the pay range for this role in compliance with applicable pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive health benefits program, including extended health coverage and short-term / long-term disability insurance. Employees receive annual allotted vacation days, which increase based on tenure. Other benefits include paid sick days, maternity/parental leave enhanced program, commuter benefits, corporate bonuses, and a 401(k) retirement plan with company contribution matching.

For employees based at our New York office, we provide additional perks and amenities to enhance your work experience including a subsidized meal program, courtesy of our in-house culinary team!

New York - Base Salary Range:

$120,000—$180,000 USD

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.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it's flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit