Global Head of Customer Success

Global Relay•New York, NY

55d

About The Position

As Global Head of Customer Success, you will lead this mission-critical function as the voice of the customer at the executive level. Global Relay's product portfolio and customer base have grown exponentially, which requires our service model to evolve. This role will drive strategic direction for 20,000+ customers (multi-9 figure portfolio), with emphasis on driving enterprise success through retention, growth, and satisfaction. Reporting to the Global Head of Sales, you 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
Frequent travel across North America and Europe is required

Nice To Haves

Demonstrated SaaS success in the financial services industry (banking, fintech, insurance, etc.), and other regulated industries e.g., Healthcare is an attribute

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

Benefits

competitive compensation and 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, courtesy of our in-house culinary team!

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