Customer Success Manager

Global Relay; Vancouver; On-site; CAD 85,000 - 130,000; Full time

Benefits offered by this job

Extended health benefits

Vacation days based on tenure

Bonus program

RRSP matching

Job summary

Global Relay in Vancouver is seeking a Customer Success Manager to be the primary contact for a portfolio of SMB and Mid-Market customers. You will drive value, adoption, and renewal by building strong relationships, aligning solutions to business objectives, and coordinating with internal teams.

The role requires 3+ years in customer success or account management in SaaS or regulated industries, with a data-driven mindset and strong communication skills.

Qualifications

• 3+ years in Customer Success, Account Management, or strategic client services in SaaS or regulated industries.
• Proven ability to manage mid-sized accounts with varying complexity.
• Strong communication, presentation, and cross-functional collaboration skills.

Responsibilities

• Act as the primary contact for your customer portfolio across operational and executive stakeholders.
• Own renewal strategy and drive revenue retention, upsell, cross-sell, and multi-year commitments.
• Identify and execute expansion opportunities through data analysis and business objectives.
• Coordinate with Support, Product, and Client Services to resolve issues and mitigate churn.
• Lead Executive Business Reviews with data-driven insights to reinforce value.

Skills

Customer Success

Account Management

SaaS Experience

Strategic Thinking

Sales Mindset

Education

Bachelor's Degree

Master's Degree (plus)

Tools

Salesforce

CRM Tools

Job 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 a Customer Success Manager (CSM) at Global Relay, you will be the primary point of contact and a trusted advisor to a portfolio of customers across our SMB and Mid-Market segment. You will drive value realization, adoption, and growth by building strong relationships, understanding business objectives, and aligning our solutions to customer needs. You will manage and expand customer engagement across multiple departments, lead renewal and expansion conversations, and mitigate churn risk. You will also collaborate with internal teams to ensure satisfaction throughout the customer lifecycle.

This role is ideal for individuals who are passionate about customer advocacy, enjoy working cross-functionally, and thrive in a fast-paced SaaS environment.

Your 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

About you:

• 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; Master's degree is a plus

Nice to Have:

• Experience working with mid-market customers in a compliance-driven SaaS environment
• Prior involvement in creating or scaling customer success playbooks or enablement initiatives
• Experience with customer lifecycle programs, customer journey mapping, or voice-of-customer programs

Compensation:

Global Relay advertises the pay range for this role in compliance with British Columbia's 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 extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, bonus, and an RRSP contribution matching program.

For Vancouver-based employees, we pro