Global Head of Customer Success

Global Relay•New York, NY

2d•Hybrid

About The Position

Global Relay is seeking a Global Head of Customer Success to lead a critical function as the voice of the customer at the executive level. With the company's exponential growth in product portfolio and customer base, this role will drive the strategic direction for over 20,000 customers, focusing on retention, growth, and satisfaction. Reporting to the Global Head of Sales, this position will lead a global team to optimize the customer journey and build long-term customer value. This is a unique opportunity to build and scale a world-class team and shape the future of Customer Success in the financial services sector and beyond.

Requirements

15+ years of experience in senior leadership roles, ideally within SaaS or technology sectors.
Proven success leading customer success teams in a SaaS environment, with a track record of scaling teams and strategies across multiple regions.
Deep understanding of SaaS business models, customer lifecycle management, and subscription revenue dynamics.
Expertise in implementing global service models that satisfy customer demands across geographies, verticals and personas.
Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams and work with the C Suite.
Financial Acumen: Strong understanding of complex deal structures, deal desk operations, SaaS financial models, and pricing strategies.
Experience in negotiating and designing enterprise contracts, revenue recognition, and aligning customer success metrics with financial outcomes.
Demonstrated SaaS success in the financial services industry (banking, fintech, insurance, etc.), and other regulated industries e.g., Healthcare is an attribute.
Frequent travel across North America and Europe is required.

Responsibilities

Develop and execute a comprehensive customer strategy for Customer Success to oversee a multi-9 figure customer portfolio, ensuring measurable outcomes through proactive engagement, world-class service, and product adoption.
Set clear objectives and KPIs for customer satisfaction, retention, and growth, such as NPS and expansion revenue.
Build strategies to maximize customer retention and lifetime value, reducing churn and identifying upsell/cross-sell opportunities.
Lead our Executive Briefing Center (EBC) strategy, a flagship approach to deepen relationships with key customers and C-suite stakeholders.
Lead and scale a high-performing global team of over 60 professionals (including regional leaders, individual contributors and operations analysts) to meet growing demand.
Mentor and empower reporting leadership team to deliver exceptional service and achieve strategic objectives.
Foster a culture of excellence, collaboration, and innovation, with a focus on career development and cross-functional alignment.
Own customer success KPIs: retention, expansion revenue, NPS, and customer health.
Collaborate with finance, product, and sales teams to align customer success initiatives with broader business outcomes.
Partner with commercial teams and respective leadership including Sales, marketing (CMO), product (CPO), Legal (CLO), etc.) to ensure alignment and execution of go-to-market plans.
Facilitate and foster partnership with Sales to support renewals and account growth initiatives.