Senior Customer Success Manager

Global Relay•San Francisco, CA

12d•$100,000 - $130,000

About The Position

Global Relay is seeking a Senior Customer Success Manager to join its team in San Francisco. The role owns a portfolio of large, complex, and high-growth accounts in financial services and regulated technology. The Senior Customer Success Manager serves as a strategic advisor, aligning Global Relay’s platform capabilities with customers’ evolving compliance, communications, and data-management priorities to drive retention and expansion. This is a high-visibility, quota-carrying role with direct impact on net revenue retention. The role engages C-suite and senior stakeholders through Executive Business Reviews, coordinates cross-functional delivery teams, and leads sophisticated renewal negotiations in a demanding enterprise SaaS regulatory environment. It also coaches and mentors other customer success professionals and represents customer needs internally.

Requirements

At least 6 years of experience in a SaaS environment in Customer Success, enterprise account management, or strategic sales.
Consistent track record of meeting or exceeding net revenue retention and expansion targets.
Skilled negotiator able to lead commercial conversations through procurement and legal review cycles while maintaining momentum and margin.
Strong written, verbal, and presentation communication skills, with the ability to tailor messaging from technical detail to executive narrative.
Experience leading cross-functional teams and influencing outcomes without formal authority.
Proficiency in Salesforce or a comparable CRM for pipeline management, health scoring, and forecasting.
Bachelor's degree or equivalent experience.

Nice To Haves

Experience managing complex, multi-stakeholder enterprise accounts with $500K+ ARR in regulated industries such as financial services, legal, or healthcare technology.
Comfort with customer success platforms such as Gainsight, Totango, or ChurnZero.
Familiarity with data archiving, compliance communications, or financial services regulatory frameworks such as FINRA, SEC, or MiFID II.

Responsibilities

Build and own long-term account plans aligned with C-suite and senior leadership priorities across a defined portfolio of large-cap and high-growth accounts.
Develop trusted-advisor relationships with IT Directors, Compliance Managers, and business unit leaders, influencing strategic decisions and securing multi-year partnerships.
Lead quarterly and annual Executive Business Reviews, using platform usage data, adoption metrics, and industry benchmarks to demonstrate and expand customer value.
Coordinate customer engagements across Sales, Enterprise Services, Product, and Support to resolve complex issues and improve time-to-value.
Own the full renewal lifecycle, from early risk identification through RFP management and procurement-level negotiation, with accountability for gross and net revenue retention targets.
Identify and qualify cross-sell and upsell opportunities with Sales, aligning expansion to documented customer goals and strategic roadmaps.
Partner with Client Services to drive platform adoption, increase product utilization, and identify expansion signals from usage data.
Maintain pipeline, health scores, and renewal forecasts in Salesforce, and contribute to team NRR and expansion reporting.
Coach and mentor CSMs and CSRs on renewal negotiation, objection handling, EBR facilitation, and account planning.
Contribute to playbook development and share repeatable frameworks for account segmentation, risk management, and executive engagement.
Represent the voice of the customer internally, advocating for product enhancements and influencing roadmap priorities based on portfolio-level patterns.