Strategic Enterprise Customer Success Leader

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

Benefits offered by this job

Subsidized meal program

Comprehensive health benefits

401(k) with company matching

Job summary

Global Relay is seeking an experienced Senior Manager, Customer Success, to lead a dedicated team serving strategic and enterprise customers from our New York office in Midtown Manhattan.

You will report to the Director of Customer Success based in the UK, translating the wider strategy into actionable plans, driving adoption and renewal, and owning a portfolio of high-value accounts through the customer lifecycle.

Qualifications

• 7+ years in SaaS Customer Success or related role with enterprise customers.
• 3+ years people-management in a player-coach setting.
• Proven record of improving adoption, retention and growth in complex enterprise environments.
• Experience managing risk, escalations, renewals and complex commercial conversations.
• Strong communication and analytical skills with data-driven decision making.
• Ability to build relationships with executive stakeholders.

Responsibilities

• Lead, coach and develop a high-performing team of Customer Success Managers (9).
• Translate strategy into team priorities and practical engagement plans.
• Own a portfolio of complex or high-value accounts through lifecycle.
• Build and maintain success plans linking objectives to measurable value.
• Establish relationships with senior stakeholders on client and internal sides.
• Monitor health, adoption, risk and renewal readiness; accurate forecasts.
• Escalation point for customers and coordinate complex problem solving.
• Partner with Sales on renewals/expansion and support negotiations.
• Work cross-functionally to resolve issues and prioritize feedback.
• Use data to report performance and advise the Director.
• Develop and embed consistent CS practices and reviews.
• Support recruitment and onboarding for the team.

Skills

SaaS Customer Success

Enterprise account management

Stakeholder management

CRM proficiency

Tools

CRM systems

Job description

Global Relay is seeking an experienced Senior Manager, Customer Success, to lead a dedicated team serving strategic and enterprise customers from our New York office in Midtown Manhattan.

You will report to the Director of Customer Success based in the UK, translating the wider strategy into actionable plans, driving adoption and renewal, and owning a portfolio of high-value accounts through the customer lifecycle.