Senior Customer Success Manager

About the role

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. Your role: Global Relay is seeking a Senior Customer Success Manager to join our growing team in Chicago, Illinois. In this role you will own a portfolio of large, complex, and high-growth accounts across the financial services and regulated tech sectors - industries where Global Relay is deeply embedded. You will serve as a trusted strategic advisor, driving retention and expansion by aligning our platform capabilities to your customers' evolving compliance, communications, and data-management priorities. This is a high-visibility role with direct impact on revenue retention. You will engage C-suite and senior stakeholders in Executive Business Reviews, orchestrate cross-functional delivery teams, and lead sophisticated renewal negotiations - all within one of the most demanding regulatory environments in enterprise SaaS.

Responsibilities

• Account Strategy and Management
• Build and own long-term account plans aligned to C-suite and senior leadership priorities across a defined book of large-cap and high-growth accounts.
• Develop trusted-advisor relationships with IT Directors, Compliance Managers, and business unit leaders - influencing strategic decisions and securing multi-year partnerships.
• Lead quarterly and annual Executive Business Reviews, using platform usage data, adoption metrics, and industry benchmarks to demonstrate and expand value.
• Orchestrate cross-functional customer engagements spanning Sales, Enterprise Services, Product, and Support to resolve complex issues and improve time-to-value.
• Revenue Retention & Growth
• Own the full renewal lifecycle - from early risk identification through RFP management and procurement-level negotiation - with accountability for gross and net revenue retention targets.
• Proactively identify and qualify cross-sell and upsell opportunities in partnership with Sales, aligning expansion to documented customer goals and strategic roadmap.
• Partner with Global Relay's Client Services teams to drive platform adoption, increase product utilization depth, and surface expansion signals from usage data.
• Maintain accurate pipeline, health scores, and renewal forecasts in Salesforce; contribute to team NRR and expansion reporting.
• Team Enablement & Thought Leadership
• Coach and mentor CSMs and CSRs on renewal negotiation, objection handling, EBR facilitation, and account planning best practices.
• Contribute to playbook development, sharing repeatable frameworks for account segmentation, risk management, and executive engagement.
• Represent the voice of the customer internally - advocating for product enhancements and influencing roadmap priorities based on portfolio-level patterns.
• About you:
• 6+ years of experience in a SaaS environment in Customer Success, enterprise relationship management, or strategic account management.
• Demonstrated experience managing complex, multi-stakeholder enterprise accounts ($500K+ ARR) in regulated industries such as financial services, legal, or healthcare tech is strongly preferred.
• Skilled negotiator with the ability to lead commercial conversations through procurement and legal review cycles without losing momentum or margin.
• Fluent communicator - able to tailor messaging from technical detail to executive narrative across written, verbal, and formal presentation formats.
• Experienced in leading cross-functional teams and influencing outcomes without formal authority.
• Proficiency in Salesforce or comparable CRM for pipeline management, health scoring, and forecasting; comfort with CS platforms (Gainsight, Totango, ChurnZero) is a plus.
• Familiarity with data archiving, compliance communications, or financial services regulatory frameworks (FINRA, SEC, MiFID II) is a meaningful differentiator - not a requirement.
• Bachelor's degree or equivalent experience required.

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