Senior Enterprise CS Leader | Drive Retention & Growth

Global Relay; Chicago (IL); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Health benefits

Vacation days

Commuter benefits

401(k) matching

Disability insurance

Parental leave

Job summary

Global Relay in Chicago, IL seeks a Senior Customer Success Manager to steward a portfolio of large, complex, high-growth accounts in financial services and regulated tech. You will act as a trusted strategic advisor, driving retention and expansion by aligning our platform capabilities to customers' evolving compliance and data-management priorities.

In this high-visibility role you will engage C-suite and senior stakeholders in Executive Business Reviews, coordinate cross-functional delivery

Qualifications

• 6+ years in a SaaS Customer Success or related field.
• Experience managing complex, multi-stakeholder enterprise accounts ($500K+ ARR).
• Skilled negotiator leading commercial discussions through procurement and legal review cycles.
• Fluent communicator across written, verbal and executive presentations.
• Experience leading cross-functional teams and influencing outcomes without formal authority.
• Proficiency in Salesforce or comparable CS platforms; familiarity with CS tools is a plus.
• Familiarity with data archiving, compliance communications, or financial services regulation is helpful.

Responsibilities

• Build and own long-term account plans aligned to C-suite priorities across large-cap and high-growth accounts.
• Develop trusted-advisor relationships with IT Directors, Compliance Managers, and business leaders.
• Lead quarterly/annual Executive Business Reviews using adoption metrics and benchmarks.
• Coordinate cross-functional engagements to resolve complex issues and accelerate time-to-value.
• Own the renewal lifecycle, including risk identification, RFPs, and procurement negotiations.
• Proactively identify cross-sell and upsell opportunities with Sales.
• Drive platform adoption and surface expansion signals from usage data.
• Maintain accurate pipeline, health scores, and renewal forecasts in Salesforce.

Skills

SaaS Customer Success

Enterprise accounts

Negotiation

Executive communication

Cross-functional leadership

Salesforce proficiency

CRM platforms

Data-driven insights

Education

Bachelor's degree or equivalent

Tools

Gainsight

Totango

ChurnZero

Salesforce

Job description

Global Relay in Chicago, IL seeks a Senior Customer Success Manager to steward a portfolio of large, complex, high-growth accounts in financial services and regulated tech. You will act as a trusted strategic advisor, driving retention and expansion by aligning our platform capabilities to customers' evolving compliance and data-management priorities.

In this high-visibility role you will engage C-suite and senior stakeholders in Executive Business Reviews, coordinate cross-functional delivery