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Global Relay · 2 days ago

Global Head of Customer Success

New York, NY

Full-time

Hybrid

Director/Executive

$200K/yr - $300K/yr

15+ years exp

Global Relay is a leader in enterprise information archiving, providing innovative cloud solutions for highly regulated firms. As the Global Head of Customer Success, you will drive strategic direction for a large customer portfolio, leading a global team to enhance customer satisfaction, retention, and growth.

EdiscoveryEnterprise Software

Responsibilities

Develop and execute a comprehensive customer strategy for Customer Success to oversee a multi-9 figure customer portfolio, ensuring measurable outcomes through proactive engagement, world-class service, and product adoption

Set clear objectives and KPIs for customer satisfaction, retention, and growth, such as NPS and expansion revenue

Build strategies to maximize customer retention and lifetime value, reducing churn and identifying upsell/cross-sell opportunities

Lead our Executive Briefing Center (EBC) strategy, a flagship approach to deepen relationships with key customers and C-suite stakeholders

Lead and scale a high-performing global team of over 60 professionals (including regional leaders, individual contributors and operations analysts) to meet growing demand

Mentor and empower reporting leadership team to deliver exceptional service and achieve strategic objectives

Foster a culture of excellence, collaboration, and innovation, with a focus on career development and cross-functional alignment

Own customer success KPIs: retention, expansion revenue, NPS, and customer health

Collaborate with finance, product, and sales teams to align customer success initiatives with broader business outcomes

Partner with commercial teams and respective leadership including Sales, marketing (CMO), product (CPO), Legal (CLO), etc.) to ensure alignment and execution of go-to-market plans

Facilitate and foster partnership with Sales to support renewals and account growth initiatives

Qualification

Customer Success LeadershipSaaS Business ModelsTeam BuildingFinancial AcumenCustomer Lifecycle ManagementCommunication SkillsInterpersonal SkillsNegotiation Skills

Required

15+ years of experience in senior leadership roles, ideally within SaaS or technology sectors

Proven success leading customer success teams in a SaaS environment, with a track record of scaling teams and strategies across multiple regions

Deep understanding of SaaS business models, customer lifecycle management, and subscription revenue dynamics

Expertise in implementing global service models that satisfy customer demands across geographies, verticals and personas

Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams and work with the C Suite

Financial Acumen: Strong understanding of complex deal structures, deal desk operations, SaaS financial models, and pricing strategies

Experience in negotiating and designing enterprise contracts, revenue recognition, and aligning customer success metrics with financial outcomes

Demonstrated SaaS success in the financial services industry (banking, fintech, insurance, etc.), and other regulated industries e.g., Healthcare is an attribute

Frequent travel across North America and Europe is required