Director, Customer Success

Global Relay • New York, NY

75d • $170,000 - $250,000

About The Position

As Director, Customer Success, you will manage a team that owns strategic and enterprise customer relationships at Global Relay, a leader in the FinTech and RegTech space. Reporting to the VP of Customer Success, you will lead, build, and train a team of Customer Success Managers in a high-growth enterprise environment. You will be responsible for ensuring the Customer Success Team reaches management-set goals and work cross-functionally with Global Relay teams to drive customer solutions. In this role, you will manage a team that strengthens Global Relay's relationships with enterprise and mid-market customers, drives growth, and focuses on proactive customer engagement strategies. You will serve as a customer champion and change leader, demonstrating excellent communication skills while fostering a collaborative spirit at our flagship office in midtown Manhattan.

Requirements

• Minimum 10 years of experience in SaaS Customer Success and/or customer-facing roles
• 8+ years of management experience for mid-to-large size teams
• Experience in complex contractual negotiations with solid understanding of customer expansion
• Strong leader and motivator with a track record of exceptional performance
• Goal-oriented self-starter demonstrating strong organization, attention to detail, creativity, resourcefulness, and leadership
• Strong ability to manage multiple cross-functional projects involving customers, processes, and systems simultaneously
• Professional business manner with the ability to establish relationships with executive stakeholders
• Outstanding communication and organizational skills with strong attention to detail
• Excellent listening and interpersonal skills
• Highly motivated and energetic, with strong analytical and problem-solving skills
• Strong work ethic with ability to multi-task and prioritize in a fast-paced environment

Nice To Haves

• Compliance/finance industry knowledge or management consulting experience a plus

Responsibilities

• Recruit, lead and inspire a high-performance team to achieve customer goals and objectives
• Own and drive customer success strategy for engaging with the world's top finance and regulated companies
• Develop and drive strategic best practices for customer success and engagement
• Build strategies to drive adoption, retention, and expansion with our largest customers
• Work with executive stakeholders on both customer and internal sides; demonstrate cross-functional leadership
• Actively engage with customers throughout the relationship lifecycle
• Act as a point of escalation for customers and internal stakeholders with complex problem solving, advise on complex cases, and attend client calls
• Develop strong rapport with Global Relay internal stakeholders to promote service improvements and prioritize new feature enhancements based on customer needs
• Report on and own KPIs for strategic and enterprise customers
• Own commercial strategy for Enterprise portfolio; facilitate complex contract negotiations and renewal processes

Benefits

• Comprehensive health benefits program, including extended health coverage and short-term / long-term disability insurance
• Annual allotted vacation days, which increase based on tenure
• Paid sick days
• Maternity/parental leave enhanced program
• Commuter benefits
• Corporate bonuses
• 401(k)-retirement plan with company contribution matching
• Subsidized meal program for employees based at the New York office

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Telecommunications
• Number of Employees: 251-500 employees