Customer Success Manager

About the 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.

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
• Create 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

Requirements

Your role requires 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. A Bachelor's degree is required; a Master’s degree is a plus.

Qualifications

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.

Pay

Global Relay advertises the pay range for this role in compliance with applicable 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 aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive health benefits program, including extended health coverage and short-term / long-term disability insurance. Employees receive annual allotted vacation days, which increase based on tenure. Other benefits include paid sick days, maternity/parental leave enhanced program, commuter benefits, corporate bonuses, and a 401(k)-retirement plan with company contribution matching.