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About the 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.

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

Requirements

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
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

Skills

Customer Success
Account Management
Strategic Client Services
SaaS
Financial Services
Compliance
Data Analysis
Project Management
Communication
Presentation Skills
Salesforce CRM
Customer-first mindset
Customer lifecycle programs
Customer journey mapping
Voice-of-customer programs

Location

New York

Work Type

Full-time

Experience Level

3+ years

Education Level

Bachelor's degree
Master's degree

Salary/Compensations

$90,000—$100,000 USD

Benefits

Comprehensive health benefits program
Extended health coverage
Short-term disability insurance
Long-term disability insurance
Annual allotted vacation days (increase based on tenure)
Paid sick days
Maternity/parental leave enhanced program
Commuter benefits
Corporate bonuses
401(k)-retirement plan with company contribution matching
Subsidized meal program (for New York office employees)

About the Company

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

Equal Opportunity

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.