CS Ops Leader: Renewals, Revenue & Lifecycle

Global Relay; New York (NY); On-site; USD 165,000 - 195,000; Full time

Benefits offered by this job

Health benefits

401(k) matching

Vacation days

Commuter benefits

Parental leave

Subsidized meal program

Job summary

Global Relay is seeking a Senior Manager, Customer Success Operations to lead the post‑sales operations, translate business priorities into scalable processes, and drive customer value across our enterprise CS organization. You will oversee a distributed team and partner with CS, Sales, Finance and Product to enable renewals, expansions and healthy revenue retention.

The role combines hands-on leadership with strategic planning, reporting, and governance to support approximately 50 CS

Qualifications

• Demonstrated experience leading Customer Success Operations or a comparable post-sales operations function within an enterprise SaaS business.
• Strong understanding of onboarding, adoption, renewals, retention and expansion.
• Financial and commercial acumen, including SaaS revenue metrics, billing, contract reconciliation and true ups.

Responsibilities

• Lead Renewal Strategy and Revenue Protection with proactive renewal operating model.
• Own Contract Reconciliation, Billing and True Ups coordination to ensure accurate, timely billing.
• Develop Customer Engagement and Lifecycle Management framework across onboarding, adoption and renewal.
• Establish Data Systems and Performance Insights with dashboards and CRM data quality.
• Lead Team Leadership and Cross-Functional Delivery across New York, London and Vancouver.

Skills

CS Operations

Revenue Operations

Enterprise SaaS

Analytical skills

Executive communication

Tools

CRM platforms

Reporting tools

Job description

Global Relay is seeking a Senior Manager, Customer Success Operations to lead the post‑sales operations, translate business priorities into scalable processes, and drive customer value across our enterprise CS organization. You will oversee a distributed team and partner with CS, Sales, Finance and Product to enable renewals, expansions and healthy revenue retention.

The role combines hands-on leadership with strategic planning, reporting, and governance to support approximately 50 CS