Global Relay · 2 days ago
Director, Customer Success
San Francisco, CA
Contract
Onsite
Director/Executive
$170K/yr - $250K/yr
10+ years expGlobal Relay is a leader in enterprise information archiving, providing cloud archiving, surveillance, eDiscovery, and analytics solutions. As the Director of Customer Success, you will manage a team responsible for strategic customer relationships, drive customer engagement strategies, and collaborate cross-functionally to achieve customer goals.
EdiscoveryEnterprise Software
Responsibilities
Recruit, lead and inspire a high-performance team to achieve customer goals and objectives
Own and drive customer success strategy for engaging with the world's top finance and regulated companies
Develop and drive strategic best practices for customer success and engagement
Build strategies to drive adoption, retention, and expansion with our largest customers
Work with executive stakeholders on both customer and internal sides; demonstrate cross-functional leadership
Actively engage with customers throughout the relationship lifecycle
Act as a point of escalation for customers and internal stakeholders with complex problem solving, advise on complex cases, and attend client calls
Develop strong rapport with Global Relay internal stakeholders to promote service improvements and prioritize new feature enhancements based on customer needs
Report on and own KPIs for strategic and enterprise customers
Own commercial strategy for Enterprise portfolio; facilitate complex contract negotiations and renewal processes
Qualification
Required
Minimum 10 years of experience in SaaS Customer Success and/or customer-facing roles
8+ years of management experience for mid-to-large size teams
Experience in complex contractual negotiations with solid understanding of customer expansion
Strong leader and motivator with a track record of exceptional performance
Goal-oriented self-starter demonstrating strong organization, attention to detail, creativity, resourcefulness, and leadership
Strong ability to manage multiple cross-functional projects involving customers, processes, and systems simultaneously
Professional business manner with the ability to establish relationships with executive stakeholders
Outstanding communication and organizational skills with strong attention to detail
Excellent listening and interpersonal skills
Highly motivated and energetic, with strong analytical and problem-solving skills
Strong work ethic with ability to multi-task and prioritize in a fast-paced environment
Preferred
Compliance/finance industry knowledge or management consulting experience a plus
Benefits
Commissions
Extended health benefits
401k contributions
Company
Global Relay
Global Relay offers compliance messaging and message management, including archiving, audit and e-discovery for the financial sector.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Warren Roy
CEO & Founder
Alex Viall
Chief Strategy Officer (CSO)
Recent News
2025-11-12
2025-10-27
Company data provided by crunchbase