Customer Success Manager

Global Relay•Raleigh, NC

About The Position

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. This role is ideal for individuals who are passionate about customer advocacy, enjoy working cross-functionally, and thrive in a fast-paced SaaS environment.

Requirements

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
Bachelor's degree required

Nice To Haves

Master’s degree is a plus
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

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
Build 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