Customer Success Manager

Customer Success ManagerNew York, New York, United StatesFor 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.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.Act as the primary point of contact for your customer portfolio, building trusted relationships across both operational and executive stakeholdersOwn renewal strategy and drive gross revenue retention, upsell, cross-sell, and multi-year commitmentsIdentify and execute on expansion opportunities through data analysis, usage trends, and business objectivesServe as the primary escalation point for customer issues, coordinating with Support, Product, and Client Services to resolve challengesBuild and execute account plans that balance growth and risk mitigationUnderstand customer objectives, align Global Relay solutions, and proactively deliver insights, benchmarking, and best practicesCreate customer champions and advocate for customer needs internallyConduct regular Executive Business Reviews (EBRs) with accounts, using data-driven insights to reinforce value and secure renewal commitmentsParticipate in strategic customer programs, feedback sessions, training initiatives, and industry eventsEnhance customers' target operating models and optimize to improve satisfaction and usageMaintain accurate and up-to-date information in Salesforce CRM3+ years of experience in Customer Success, Account Management, or Strategic Client Services — preferably in SaaS, financial services, compliance, or a regulated industryProven ability to manage a portfolio of mid-sized accounts with varying degrees of complexityStrategic thinker with the ability to communicate clearly and influence across all levels, including executivesComfortable analyzing customer data to uncover insights, drive adoption, and identify risks or opportunitiesExcellent project management, communication, and presentation skillsExperience with Salesforce or a similar CRM platformResourceful, proactive, and collaborative with a strong customer-first mindsetBachelor's degree required; Master's degree is a plusExperience working with mid-market customers in a compliance-driven SaaS environmentPrior involvement in creating or scaling customer success playbooks or enablement initiativesExperience with customer lifecycle programs, customer journey mapping, or voice-of-customer programsCompensation: 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!Base salary range$90,000 - $100,000 USDAt 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.