Strategic SaaS CSM — Growth & Renewal Expert

Global Relay; New York (NY); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Comprehensive health benefits program

Annual vacation days

Paid sick days

Maternity/parental leave enhanced plan

Commuter benefits

Corporate bonuses

401(k) retirement plan with company匹配

Subsidized meal program for NY office

Job summary

Global Relay seeks a Customer Success Manager to lead a portfolio of SMB and Mid-Market clients, driving value realization and adoption of our cloud archiving solutions. You will nurture relationships, understand business goals, and align our offerings to customer needs across departments to expand engagement.

You will collaborate with internal teams to ensure satisfaction, manage renewals, and mitigate churn while working in a fast-paced SaaS environment in New York.

Qualifications

• 3+ years in Customer Success, Account Management, or Strategic Client Services within SaaS or regulated industries.
• Experience managing a portfolio of mid-sized accounts with varying complexity.
• Strategic thinker with ability to 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.
• Bachelor's degree required; Master’s degree is a plus.

Responsibilities

• Act as the primary contact for a customer portfolio, building trusted relationships with stakeholders across levels.
• Own renewal strategy and drive gross revenue retention, upsell, cross-sell, and multi-year commitments.
• Identify expansion opportunities through data analysis, usage trends, and business objectives.
• Serve as escalation point for customer issues and coordinate with Support, Product, and Client Services to resolve challenges.
• Build and execute account plans balancing growth and risk mitigation.
• Understand customer objectives and align Global Relay solutions to deliver insights and best practices.
• Create customer champions and advocate for customer needs internally.
• Conduct regular Executive Business Reviews (EBRs) with data-driven insights to reinforce value.

Skills

Relationship management

Strategic thinking

Data analysis

Communication

Presentation skills

Project management

Salesforce

Team collaboration

Customer-first mindset

Education

Bachelor's degree

Master’s degree (preferred)

Tools

Salesforce

Job description

Global Relay seeks a Customer Success Manager to lead a portfolio of SMB and Mid-Market clients, driving value realization and adoption of our cloud archiving solutions. You will nurture relationships, understand business goals, and align our offerings to customer needs across departments to expand engagement.

You will collaborate with internal teams to ensure satisfaction, manage renewals, and mitigate churn while working in a fast-paced SaaS environment in New York.