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About the Role
Global Relay is seeking a Senior Customer Success Manager to join our growing team in San Francisco. In this role, you will own a portfolio of large, complex, and high-growth accounts across the financial services and regulated tech sectors. You will serve as a trusted strategic advisor, driving retention and expansion by aligning our platform capabilities to your customers' evolving compliance, communications, and data-management priorities. This is a high-visibility, quota-carrying role with direct impact on net revenue retention.
Responsibilities
- Build and own long-term account plans aligned to C-suite and senior leadership priorities.
- Develop trusted-advisor relationships with IT Directors, Compliance Managers, and business unit leaders.
- Lead quarterly and annual Executive Business Reviews, using platform usage data, adoption metrics, and industry benchmarks to demonstrate and expand value.
- Orchestrate cross-functional customer engagements spanning Sales, Enterprise Services, Product, and Support.
- Own the full renewal lifecycle, including risk identification, RFP management, and negotiation.
- Proactively identify and qualify cross-sell and upsell opportunities in partnership with Sales.
- Partner with Global Relay's Client Services teams to drive platform adoption and increase product utilization.
- Maintain accurate pipeline, health scores, and renewal forecasts in Salesforce.
- Coach and mentor CSMs and CSRs on renewal negotiation, objection handling, EBR facilitation, and account planning.
- Contribute to playbook development, sharing repeatable frameworks for account segmentation, risk management, and executive engagement.
- Represent the voice of the customer internally, advocating for product enhancements and influencing roadmap priorities.
Requirements
- 6+ years of experience in a SaaS environment in Customer Success, enterprise account management, or strategic sales.
- Consistent track record of meeting or exceeding NRR and expansion targets.
- Demonstrated experience managing complex, multi-stakeholder enterprise accounts ($500K+ ARR) in regulated industries such as financial services, legal, or healthcare tech is strongly preferred.
- Skilled negotiator with the ability to lead commercial conversations through procurement and legal review cycles.
- Fluent communicator, able to tailor messaging across written, verbal, and formal presentation formats.
- Experienced in leading cross-functional teams and influencing outcomes without formal authority.
- Proficiency in Salesforce or comparable CRM for pipeline management, health scoring, and forecasting.
- Bachelor's degree or equivalent experience required.
Skills
- SaaS
- Customer Success
- Enterprise Account Management
- Strategic Sales
- Negotiation
- Communication
- Cross-functional Team Leadership
- Salesforce
- CRM
- Gainsight
- Totango
- ChurnZero
- Data Archiving
- Compliance Communications
- Financial Services Regulatory Frameworks
Location
- San Francisco
Work Type
- Full-time
Experience Level
- Senior
Education Level
- Bachelor's degree or equivalent experience
Salary/Compensations
- $100,000—$130,000 USD
Benefits
- Commissions
- Extended health benefits
- 401k contributions
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.
- 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.