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Global Relay · 2 days ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

3+ years exp

Global Relay is a leading company in enterprise information archiving, providing innovative solutions for highly regulated firms. The Customer Success Manager will serve as the primary point of contact for customers, driving value realization and engagement while managing renewals and expansion opportunities.

EdiscoveryEnterprise Software

Responsibilities

Act as the primary point of contact for your customer portfolio, building trusted relationships across both operational and executive stakeholders

Own renewal strategy and drive gross revenue retention, upsell, cross-sell, and multi-year commitments

Identify and execute on expansion opportunities through data analysis, usage trends, and business objectives

Serve as the primary escalation point for customer issues, coordinating with Support, Product, and Client Services to resolve challenges

Build and execute account plans that balance growth and risk mitigation

Understand customer objectives, align Global Relay solutions, and proactively deliver insights, benchmarking, and best practices

Create customer champions and advocate for customer needs internally

Conduct regular Executive Business Reviews (EBRs) with accounts, using data-driven insights to reinforce value and secure renewal commitments

Participate in strategic customer programs, feedback sessions, training initiatives, and industry events

Enhance customers’ target operating models and optimize to improve satisfaction and usage

Maintain accurate and up-to-date information in Salesforce CRM

Qualification

Customer Success ManagementAccount ManagementData AnalysisSalesforce CRMProject ManagementCommunication SkillsCustomer AdvocacyPresentation SkillsCollaborationStrategic Thinking

Required

3+ years of experience in Customer Success, Account Management, or Strategic Client Services — preferably in SaaS, financial services, compliance, or a regulated industry

Proven ability to manage a portfolio of mid-sized accounts with varying degrees of complexity

Strategic thinker with the ability to communicate clearly and influence across all levels, including executives

Comfortable analyzing customer data to uncover insights, drive adoption, and identify risks or opportunities

Excellent project management, communication, and presentation skills

Experience with Salesforce or a similar CRM platform

Resourceful, proactive, and collaborative with a strong customer-first mindset

Bachelor's degree required