Senior Customer Success Manager

Global Relay•San Francisco, CA

About The Position

Global Relay is seeking a Senior Customer Success Manager to join its growing team in San Francisco. The role owns a portfolio of large, complex, and high-growth accounts across financial services and regulated technology. As a trusted strategic advisor, the Senior Customer Success Manager aligns Global Relay’s platform capabilities with customers’ evolving compliance, communications, and data-management priorities, driving retention and expansion. This is a high-visibility, quota-carrying role with direct impact on net revenue retention. The role involves engaging C-suite and senior stakeholders in Executive Business Reviews, coordinating cross-functional delivery teams, and leading sophisticated renewal negotiations in a demanding enterprise SaaS regulatory environment. The position develops long-term account strategies, manages the full renewal lifecycle, identifies cross-sell and upsell opportunities, supports platform adoption, and maintains pipeline, health-score, and forecast information. It also coaches and mentors Customer Success Managers and Customer Success Representatives, contributes to team playbooks, and represents customer needs internally to help influence product priorities.

Requirements

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

Nice To Haves

Demonstrated 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 customer goals and strategic roadmaps.
Partner with Client Services teams to drive platform adoption, increase product utilization, and identify expansion signals from usage data.
Maintain pipeline, account 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 practices.
Contribute to playbook development, including 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.