Director, Customer Success

Who we are:

For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact - and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

Your role :

As Director, Customer Success, you will manage a team that owns strategic and enterprise customer relationships at Global Relay, a leader in the Fin Tech and Reg Tech 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.

Your 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

About you:

* 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

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

Compensation:

Global Relay advertises the pay range for this role in compliance with applicable pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive health benefits program, including extended health coverage and short-term / long-term disability insurance. Employees receive annual allotted vacation days, which increase based on tenure.

Other benefits include paid sick days, maternity/parental leave enhanced program, commuter benefits, corporate bonuses, and a 401(k)-retirement plan with company contribution matching.

For…