Senior Manager, Customer Success

We need to output HTML fragment with sections: About the role? Actually we have "Who we are", "Your role", "Your responsibilities", "Measures of success", "About You", "Additional Experience That Would Be Valuable", "Compensation". Also "What you can expect". We need to use

for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should map headings accordingly. We must not repeat job title. We must not include Job ID etc. We must remove boilerplate: EEO, equal-opportunity, scam-warning, navigation, cookie, legal, duplicated lines, application instructions. Also remove "Global Relay is an equal-opportunity employer..." etc. Also remove "To learn more about our business..." etc. Also remove "Global Relay is unable to offer visa sponsorship..."? That's substantive? It's a requirement about visa sponsorship; maybe keep as part of Requirements? It's a constraint. Could be included in Requirements or Qualifications. We'll keep as a note. We need to preserve all substantive information. So we need to include sections: About the role (maybe from "Who we are" and "Your role"? Actually "Who we are" is company overview; could be "About the company". But headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can choose which sections have real content. We have content: "Who we are" (company overview) could be under About the role? Or maybe we can create a section "About the company" but not in list. The instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests using those. Probably we should stick to those headings where applicable. We can have About the role (company overview + role description). Responsibilities (list). Requirements/Qualifications/Skills (we can combine). Benefits (list). Pay (salary range). Schedule? Not mentioned, so omit. We must not create sections with filler like "not specified". So we omit Schedule. We need to use

• for any list of duties/requirements/benefits. Use

  for prose. We need to preserve all substantive information: company overview, role description, responsibilities list, measures of success (maybe as part of responsibilities or separate? Could be under Requirements? Actually measures of success are performance metrics; could be under Responsibilities or a separate section like "Performance Expectations". Not in list but we could put under Responsibilities as part of prose? Better to make a section "Measures of success" maybe as a heading but not in list; but instruction says prefer few substantive sections over many thin ones. Could incorporate measures of success into Responsibilities as bullet points? They are separate bullet list. Could create a section "Performance metrics" but not in list. Might be okay to add a heading not in list? The instruction says use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests using those. Safer to stick to those. Thus we can have sections: About the role (company overview + role description), Responsibilities (list of duties), Requirements (experience, skills, qualifications), Benefits (list), Pay (salary range). Possibly also "Additional experience" could go under Requirements or Qualifications. We need to avoid duplicating lines. Let's extract content. Company overview: "Who we are: For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations. Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it. We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers." Role description: "Your role As Senior Manager, Customer Success, you will lead and develop a team responsible for strategic and enterprise customer relationships at Global Relay, a leader in the FinTech and RegTech space. Reporting to the Director of Customer Success based in the UK, you will turn the wider Customer Success strategy into clear plans and consistent execution for the New York team. This is a hands-on player-coach role. Alongside managing the team, you will retain direct ownership of a selected portfolio of complex or high-value customers. You will help customers realize value from Global Relay's solutions, drive adoption and retention, identify growth opportunities and lead the response to customer risk or escalation. You will work closely with Sales, Product, Implementation, Support and other internal teams while building trusted relationships with senior customer stakeholders. You will act as a customer champion and change leader, bringing sound judgement, clear communication and a collaborative approach to our flagship office in Midtown Manhattan." Responsibilities list: bullet points after "Your responsibilities". Let's capture each: - Lead, coach and develop a high-performing team of Customer Success Managers (9), setting clear objectives and creating accountability for customer and business outcomes. - Translate the Customer Success strategy set by the Director into team priorities, operating rhythms and practical engagement plans for strategic and enterprise customers. - Own a selected portfolio of complex or high-value accounts and remain actively engaged throughout the customer lifecycle, from implementation and adoption through renewal and expansion. - Build and maintain success plans that connect customer objectives with measurable value, product adoption and agreed milestones. - Establish trusted relationships with senior and executive stakeholders on both the customer and internal sides. - Monitor customer health, adoption, risk and renewal readiness; maintain accurate forecasts and lead recovery plans where engagement or retention is at risk. - Act as a senior escalation point for customers and internal stakeholders, coordinating complex problem solving and joining client discussions when needed. - Partner with Sales and commercial stakeholders on renewal and expansion opportunities, and support complex contract negotiations while maintaining a strong focus on customer value. - Work cross-functionally with Product, Implementation, Support and other teams to resolve issues, improve service and prioritise customer feedback and feature requirements. - Use customer and operational data to report on performance, identify trends and recommend improvements to the Director of Customer Success. - Develop and embed consistent Customer Success practices, including account planning, business reviews, risk management and executive engagement. - Support recruitment, onboarding and workforce planning for the team as required. Measures of success list: after "Measures of success". Items: - Gross retention and renewal performance across the team's portfolio. - Net retention and contribution to appropriate expansion opportunities. - Product adoption, customer health and measurable value realization. - Accuracy and timeliness of renewal, risk and escalation forecasting. - Customer satisfaction, executive engagement and quality of business reviews. - Team performance, capability growth and consistent use of Customer Success processes. About You (requirements): list: - At least 7 years of experience in SaaS Customer Success, strategic account management, implementation or another relevant customer-facing role, including responsibility for enterprise customers. - At least 3 years of people-management experience, ideally in a player-coach environment supporting a team of experienced Customer Success professionals. - A strong record of improving customer adoption, retention and account growth in a complex enterprise environment. - Experience managing customer risk, senior escalations, renewals and complex commercial conversations. - Confidence building relationships with executive stakeholders and influencing across functions without relying on formal authority. - Strong analytical skills and the ability to use customer data, health indicators and forecasts to prioritise action and communicate clearly. - Excellent communication, listening and organisational skills, with the judgement to balance competing customer and business priorities. - A proactive and resilient leadership style, with the ability to coach others and operate effectively in a fast-paced, evolving environment. - Experience working with CRM or Customer Success platforms and maintaining accurate, useful customer records. Additional Experience That Would Be Valuable (list): - Experience in FinTech, RegTech, compliance, financial services or another highly regulated industry. - Experience supporting complex SaaS implementations, data-led or AI-enabled products, or enterprise communication technology. - Experience working across regions or reporting into a leader based in another market. - Management consulting or business transformation experience. Visa sponsorship note: "Global Relay is unable to offer visa sponsorship for this position. Candidates must have the right to work in the USA at the time of application." Compensation section: includes paragraph about pay range, benefits description, base salary range. We need to extract benefits: "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.For employees based at our New York office, we provide additional perks and amenities to enhance your work experience including a subsidized meal program, courtesy of our in-house culinary team!" Also earlier: "Though we offer competitive compensation and benefits and all the other perks one would expect from an established company". But we already have benefits. We need to avoid duplication: The paragraph about competitive compensation and benefits is generic; we can keep but it's somewhat generic. Might be okay. We must not include boilerplate like equal-opportunity, etc. Also remove "What you can expect:" paragraph? That's somewhat generic but contains substantive info about culture, mentoring, etc. Could be included under About the role or maybe a separate section "What you can expect". But not in list. Could incorporate into About the role as prose. We need to preserve all substantive information; we can include that paragraph as part of About the role. Now construct HTML. We'll start with

  About the role

  then

  containing company overview + role description + what you can expect paragraph (maybe combine). Ensure we don't repeat job title. Then

  Responsibilities

  then
  • ... each responsibility. Then

    Requirements

    then
    • ... include About You items plus additional experience items? Could separate into Qualifications and Skills but we can combine. However instruction says prefer few substantive sections over many thin ones. So we can have Requirements covering experience, skills, qualifications. We'll include all About You and Additional Experience items as list items. Then

      Benefits

      then
      • ... benefits list. Then

        Pay

        then

        containing compensation paragraph and base salary range. We must not include Schedule. Check for any duplicated lines: Ensure we don't repeat same sentences. Let's craft. About the role paragraph: combine company overview, role description, and what you can expect. Company overview: "For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations. Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it. We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers." Role description: "As Senior Manager, Customer Success, you will lead and develop a team