Enterprise Success Manager

3 days ago

New York, New York, United States Global Relay Full time

About Global Relay

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We are a leading provider of enterprise information archiving solutions, serving the world's most highly regulated firms. Our cloud-based platform securely captures and preserves communications data, ensuring compliance with stringent regulations.

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Job Overview

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The Global Customer Success Manager will be responsible for managing relationships between Global Relay and designated 'Enterprise' clients. This role involves ongoing account management, reconciliation, upselling, and building trusted advisor relationships with key stakeholders.

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Responsibilities

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  • Act as a trusted advisor to executive customer stakeholders, effectively uncovering and driving business outcomes and customer value.">
  • Create and drive strategy to achieve revenue growth for top accounts.">
  • Mitigate and manage risk, identifying opportunities to drive growth in customer engagement.">
  • Drive achievement of gross revenue retention, upsell, and multi-year renewals through renewal strategy and conversations.">
  • Own overall customer relationships, driving engagement and adoption, measuring value, mitigating risk, and creating customer advocacy.">
  • Deepen depth and breadth of customer relationships across multiple business units and geographies, building champions among executive stakeholders.">
  • Work successfully with cross-functional internal partners to advocate for and resolve customer issues.">
  • Build account plans and execute on strategy for growth and risk on account(s).">
  • Assess, clarify, and validate customer needs on an ongoing basis to accomplish land and expand goals.">
  • Lead and manage the relationship between Global Relay and top customer accounts.">
  • Contribute to process improvements and help the team evolve its approach to what makes an excellent customer success organization.">
  • Able to lead and organize projects and campaigns relevant to the customer and the Customer Success organization.">
  • Participate in Global Relay forums, client visits, and conferences.">
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About You

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To succeed in this role, you should have 7+ years of experience in account management or customer success, preferably with large enterprise-level accounts in compliance, finance, or SaaS. A strong understanding of SaaS solutions is required.

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You should demonstrate the ability to assess customer needs and deliver appropriate solutions. A strategic mindset and the ability to engage and build trust with executive stakeholders are also essential.

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Experience landing and expanding global customer accounts is preferred. Proven ability to manage time, workload, and shifting priorities in a fast-paced environment with attention to detail is necessary.

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Excellent verbal and written communication skills, resourcefulness, problem-solving skills, enthusiasm, a strong work ethic, and a positive attitude are all required.

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What We Offer

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We offer a comprehensive total rewards package designed to reflect our company pay philosophy, culture, and values. This includes a base salary range of $120,000-$180,000 USD, a comprehensive health benefits program, annual vacation days that increase based on tenure, paid sick days, maternity/parental leave, commuter benefits, corporate bonuses, and a 401(k) retirement plan with company contribution matching.

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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.

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Why Choose Global Relay?

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We are an equal-opportunity employer committed to diversity, equity, and inclusion. We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

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We understand flexible work arrangements are important and encourage them in our work culture. Whether it's flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance.

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We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

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Learn More

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To learn more about our business, culture, and community involvement, visit our website.

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Salary: $160,000 - $200,000 per year

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