Customer Success Manager

Global Relay; Vancouver; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading tech company in Vancouver is looking for a Customer Success Manager to manage customer relationships in their SMB and Mid-Market segment. The ideal candidate will have over 3 years of experience in Customer Success or Account Management, excellent communication skills, and a strong customer-first mindset. The role involves driving value realization, upselling, and ensuring customer satisfaction. Salary range: $55,000 — $75,000 CAD with benefits.

Benefits

Comprehensive health benefits

Subsidized meal program

Annual vacation days

Qualifications

• 3+ years of experience in Customer Success or Account Management.
• Proven ability to manage a portfolio of mid-sized accounts.
• Experience analyzing customer data for insights and risk identification.

Responsibilities

• Serve as primary contact for customer portfolio.
• Build trusted relationships with customers.
• Drive gross revenue retention and upsell opportunities.
• Conduct Executive Business Reviews using data-driven insights.

Skills

Customer Success management

Project Management

Data analysis

Communication

Salesforce CRM

Education

Bachelor's degree

Master’s degree

Tools

Salesforce

Job description

Overview

Who we are: 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. Global Relay is a career-building company that encourages big ideas, new challenges, and groundbreaking innovation. We value diversity, inclusion, and collaboration across all employees.

We are an equal-opportunity employer committed to diversity, equity, and inclusion, and we aim to tailor reasonable adjustments, accommodations, and personal time to meet individual needs.

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 provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual vacation days, which increase based on tenure. Other benefits include paid sick days, maternity/parental enhancement program, corporate bonuses, and an RRSP contribution matching program. For Vancouver-based employees, we provide a subsidized meal program, courtesy of our in-house culinary team. Base salary range for British Columbia: $55,000 — $75,000 CAD.

What you can expect

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. You’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion. We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.