Global Relay

Global Relay

Senior Customer Success Manager

New York, New York, United States · Senior

Sponsorship not specified$100k-$120kDetected 54 days ago
SalesforceCRMAccount ManagementPipeline ManagementNegotiationForecastingProcurementCustomer SuccessLeadershipCommunicationMentoring

About the role

  • Global Relay is seeking a Senior Customer Success Manager to join our growing team in New York City.
  • 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 across a defined book of large-cap and high-growth accounts.
  • Develop trusted-advisor relationships with IT Directors, Compliance Managers, and business unit leaders - influencing strategic decisions and securing multi-year partnerships.
  • Orchestrate cross-functional customer engagements spanning Sales, Enterprise Services, Product, and Support to resolve complex issues and improve time-to-value.
  • Own the full renewal lifecycle - from early risk identification through RFP management and procurement-level negotiation - with accountability for gross and net revenue retention targets.
  • Partner with Global Relay's Client Services teams to drive platform adoption, increase product utilization depth, and surface expansion signals from usage data.
  • Skilled negotiator with the ability to lead commercial conversations through procurement and legal review cycles without losing momentum or margin.
  • You'll receive the mentoring, coaching, and support you need to reach your career goals.

Requirements

  • 6+ years of experience in a SaaS environment in Customer Success, enterprise account management, or strategic sales - with a consistent track record of meeting or exceeding NRR and expansion targets.
  • Bachelor's degree or equivalent experience required.

Skills

  • Contribute to playbook development, sharing repeatable frameworks for account segmentation, risk management, and executive engagement.

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.
  • Employees receive annual allotted vacation days, which increase based on tenure.
  • Base salary range
  • $100,000 - $120,000 USD

Benefits

  • Demonstrated experience managing complex, multi-stakeholder enterprise accounts ($500K+ ARR) in regulated industries such as financial services, legal, or healthcare tech is strongly preferred.
  • Proficiency in Salesforce or comparable CRM for pipeline management, health scoring, and forecasting; comfort with CS platforms (Gainsight, Totango, ChurnZero) is a plus.

Company info

  • 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.
  • 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:
  • 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.
  • 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.
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This listing is sourced directly from Global Relay's careers page and normalized into a canonical job model.