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About the Role

As Senior Manager, Customer Success Operations, you will lead the operational processes, insights and frameworks that enable our global Customer Success organisation to deliver customer value, protect recurring revenue and scale effectively. This is a hands-on leadership role combining strategic planning with operational delivery, supporting approximately 50 Customer Success professionals.

Responsibilities

Build a proactive renewal operating model with clear milestones, ownership and escalation routes ahead of contract expiry.
Support the transition from reactive auto-renewals to planned, strategic renewal discussions, including multi-year agreements where appropriate.
Establish visibility into upcoming renewals, customer risk, contraction and expansion opportunities.
Partner with Customer Success and Finance to improve renewal forecasting and explain revenue movements.
Develop consistent reporting on MRR, ARR, gross revenue retention, net revenue retention and churn.
Own the operational coordination of contract reconciliations and true-ups, partnering with Finance and account owners to ensure accurate, timely billing.
Identify differences between contractual commitments, customer usage, entitlements and billing records.
Investigate recurring discrepancies and introduce controls that reduce revenue leakage and customer friction.
Ensure reconciliation decisions, exceptions and approvals are documented and traceable.
Develop a consistent engagement framework across onboarding, adoption, ongoing account management and renewal.
Define account segmentation and coverage models that align CS resources with customer needs, complexity and commercial value.
Set clear expectations for customer touchpoints, account plans, business reviews and risk escalation.
Develop customer health scoring using product adoption, engagement, support and commercial indicators; measure effectiveness against customer outcomes.
Establish a reliable view of customer and revenue performance, with clear metric definitions and ownership.
Build dashboards that help leaders identify risks, prioritise activity and assess team effectiveness.
Partner with systems owners to improve CRM data quality, workflow automation and reporting consistency.
Translate complex data into clear recommendations and simplify manual processes to improve scalability.
Lead, coach and develop the London-based Manager and Vancouver-based Analyst.
Set priorities and balance day-to-day operational requirements with longer-term improvement initiatives.
Establish effective working practices across New York, London and Vancouver.
Build partnerships across Customer Success, Sales, Finance and Product to resolve issues and deliver shared priorities.
Lead process changes through clear communication, practical training and measurement of adoption.

Requirements

Demonstrated experience leading Customer Success Operations or a comparable post-sales operations function within an enterprise SaaS business.
Strong understanding of onboarding, adoption, renewals, retention and expansion.
Financial and commercial acumen, including SaaS revenue metrics, billing, contract reconciliation and true ups.
Experience building renewal processes, engagement frameworks, account segmentation and customer health models.
Strong analytical skills and experience using CRM platforms, reporting tools and workflows to improve data quality and effectiveness.
People management experience, including developing colleagues and coordinating delivery across locations and time zones.
Confidence partnering with senior leaders, presenting recommendations and constructively challenging existing approaches.
A hands-on approach, sound judgement and the ability to prioritise competing demands in a fast-paced environment.
Experience supporting financial services customers, regulated industries or complex enterprise contracts would be advantageous.
Candidates must have the right to work in the USA at the time of application.

Skills

Customer Success Operations
Revenue Operations
Post-sales operations
SaaS revenue metrics
Billing
Contract reconciliation
True ups
Renewal processes
Engagement frameworks
Account segmentation
Customer health models
CRM platforms
Reporting tools
Workflow automation
Data quality improvement
Team leadership
Cross-functional collaboration
Process improvement
Strategic planning
Operational delivery

Location

New York

Work Type

Full-time

Experience Level

Senior Manager
50+ Customer Success professionals

Salary/Compensations

$165,000—$195,000 USD

Benefits

Competitive compensation
Comprehensive health benefits program
Extended health coverage
Short-term/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 (New York office)

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.