Senior Customer Success Manager

Your role: 

Global Relay is seeking a Senior Customer Success Manager to join our growing team in San Francisco. In this role you will own a portfolio of large, complex, and high-growth accounts across the financial services and regulated tech sectors — industries where Global Relay is deeply embedded. 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. You will engage C-suite and senior stakeholders in Executive Business Reviews, orchestrate cross-functional delivery teams, and lead sophisticated renewal negotiations — all within one of the most demanding regulatory environments in enterprise SaaS.

Your responsibilities:

Account Strategy & Management

• 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.
• Lead quarterly and annual Executive Business Reviews, using platform usage data, adoption metrics, and industry benchmarks to demonstrate and expand value.
• Orchestrate cross-functional customer engagements spanning Sales, Enterprise Services, Product, and Support to resolve complex issues and improve time-to-value.

Revenue Retention & Growth

• 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.
• Proactively identify and qualify cross-sell and upsell opportunities in partnership with Sales, aligning expansion to documented customer goals and strategic roadmap.
• Partner with Global Relay's Client Services teams to drive platform adoption, increase product utilization depth, and surface expansion signals from usage data.
• Maintain accurate pipeline, health scores, and renewal forecasts in Salesforce; contribute to team NRR and expansion reporting.

Team Enablement & Thought Leadership

• Coach and mentor CSMs and CSRs on renewal negotiation, objection handling, EBR facilitation, and account planning best practices.
• Contribute to playbook development, sharing repeatable frameworks for account segmentation, risk management, and executive engagement.
• Represent the voice of the customer internally — advocating for product enhancements and influencing roadmap priorities based on portfolio-level patterns.

About you:

• 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.
• Demonstrated experience managing complex, multi-stakeholder enterprise accounts ($500K+ ARR) in regulated industries such as financial services, legal, or healthcare tech is strongly preferred.
• Skilled negotiator with the ability to lead commercial conversations through procurement and legal review cycles without losing momentum or margin.
• Fluent communicator — able to tailor messaging from technical detail to executive narrative across written, verbal, and formal presentation formats.
• Experienced in leading cross-functional teams and influencing outcomes without formal authority.
• Proficiency in Salesforce or comparable CRM for pipeline management, health scoring, and forecasting; comfort with CS platforms (Gainsight, Totango, ChurnZero) is a plus.
• Familiarity with data archiving, compliance communications, or financial services regulatory frameworks (FINRA, SEC, MiFID II) is a meaningful differentiator — not a requirement.
• Bachelor's degree or equivalent experience required.