- Location
- New York, New York, United States · New York, NY
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Senior
- Experience
- 25+ years
- Visa
- Not sponsored
Description
Who we are:
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
As Senior Manager, Customer Success, you will lead and develop a team responsible for strategic and enterprise customer relationships at Global Relay, a leader in the FinTech and RegTech space. Reporting to the Director of Customer Success based in the UK, you will turn the wider Customer Success strategy into clear plans and consistent execution for the New York team.
This is a hands-on player-coach role. Alongside managing the team, you will retain direct ownership of a selected portfolio of complex or high-value customers. You will help customers realize value from Global Relay's solutions, drive adoption and retention, identify growth opportunities and lead the response to customer risk or escalation. You will work closely with Sales, Product, Implementation, Support and other internal teams while building trusted relationships with senior customer stakeholders.
You will act as a customer champion and change leader, bringing sound judgement, clear communication and a collaborative approach to our flagship office in Midtown Manhattan.
Your responsibilities
- Lead, coach and develop a high-performing team of Customer Success Managers (9), setting clear objectives and creating accountability for customer and business outcomes.
- Translate the Customer Success strategy set by the Director into team priorities, operating rhythms and practical engagement plans for strategic and enterprise customers.
- Own a selected portfolio of complex or high-value accounts and remain actively engaged throughout the customer lifecycle, from implementation and adoption through renewal and expansion.
- Build and maintain success plans that connect customer objectives with measurable value, product adoption and agreed milestones.
- Establish trusted relationships with senior and executive stakeholders on both the customer and internal sides.
- Monitor customer health, adoption, risk and renewal readiness; maintain accurate forecasts and lead recovery plans where engagement or retention is at risk.
- Act as a senior escalation point for customers and internal stakeholders, coordinating complex problem solving and joining client discussions when needed.
- Partner with Sales and commercial stakeholders on renewal and expansion opportunities, and support complex contract negotiations while maintaining a strong focus on customer value.
- Work cross-functionally with Product, Implementation, Support and other teams to resolve issues, improve service and prioritise customer feedback and feature requirements.
- Use customer and operational data to report on performance, identify trends and recommend improvements to the Director of Customer Success.
- Develop and embed consistent Customer Success practices, including account planning, business reviews, risk management and executive engagement.
- Support recruitment, onboarding and workforce planning for the team as required.
Measures of success
- Gross retention and renewal performance across the team's portfolio.
- Net retention and contribution to appropriate expansion opportunities.
- Product adoption, customer health and measurable value realization.
- Accuracy and timeliness of renewal, risk and escalation forecasting.
- Customer satisfaction, executive engagement and quality of business reviews.
- Team performance, capability growth and consistent use of Customer Success processes.
About you
- At least 7 years of experience in SaaS Customer Success, strategic account management, implementation or another relevant customer-facing role, including responsibility for enterprise customers.
- At least 3 years of people-management experience, ideally in a player-coach environment supporting a team of experienced Customer Success professionals.
- A strong record of improving customer adoption, retention and account growth in a complex enterprise environment.
- Experience managing customer risk, senior escalations, renewals and complex commercial conversations.
- Confidence building relationships with executive stakeholders and influencing across functions without relying on formal authority.
- Strong analytical skills and the ability to use customer data, health indicators and forecasts to prioritise action and communicate clearly.
- Excellent communication, listening and organisational skills, with the judgement to balance competing customer and business priorities.
- A proactive and resilient leadership style, with the ability to coach others and operate effectively in a fast-paced, evolving environment.
- Experience working with CRM or Customer Success platforms and maintaining accurate, useful customer records.
Additional experience that would be valuable
- Experience in FinTech, RegTech, compliance, financial services or another highly regulated industry.
- Experience supporting complex SaaS implementations, data-led or AI-enabled products, or enterprise communication technology.
- Experience working across regions or reporting into a leader based in another market.
- Management consulting or business transformation experience.
Global Relay is unable to offer visa sponsorship for this position. Candidates must have the right to work in the USA at the time of application.
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. 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!
What you can expect:
At 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.
To learn more about our business, culture, and community involvement, visit www.globalrelay.com.