Customer Success Representative

Who we are

For over 20 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.

As a Customer Success Representative, you will be responsible for building strong relationships with assigned customers, ensuring satisfaction with Global Relay products and services, and driving customer long‑term success. CSRs work directly with Global Relay's existing SMB customers and will be handling all account management, upselling, and proactive guidance as the primary point of contact for customers.

• Acts as a trusted advisor: build strong relationships with customers, understand their needs and goals, and provide strategic guidance to help them achieve success.
• Drives value and growth: proactively identify opportunities for customers to get more out of the product or service, ultimately leading to increased revenue and retention.
• Analyzes data and reports on metrics: track key performance indicators such as NPS, CLV, usage, and retention.
• Provides ongoing support: answer customer questions, troubleshoot issues, and resolve problems in a timely and efficient manner.
• Create training materials and develop customer success playbooks (as needed).
• Coordinate and work with Global Relay departments (Sales, Legal, Accounting, Provisioning, Customer Support) to solve critical customer issues.
• Maintain Salesforce CRM.
• Understand and explain features and benefits of Global Relay services; evaluate customer requirements to present the most appropriate product or service.
• Identify and drive sales and upsell opportunities for existing customers.
• Act as the primary point of contact for inbound customer calls to establish strong relationships.
• Administer projects and tasks, including answering customer phone calls when needed.
• Meet or exceed retention and upsell targets; prepare proposals, renewals, and contract preparations.
• Stay informed on industry trends, competitors, and emerging markets.
• Conduct Executive Business Reviews regularly; develop presentations and proposals to align on customer priorities and how Global Relay can meet customer needs.
• Contribute to customer success initiatives; participate in the development and implementation of customer success strategies and best practices.

• Degree or Diploma and/or at least 1 year of account management or customer success experience.
• Ability to assess customer needs and deliver appropriate solutions.
• Professional business manner with the ability to comfortably interact with various executive business levels.
• Proven ability to effectively manage time, workload, and shifting priorities in a fast‑paced environment with strong attention to detail.
• Excellent verbal and written communication skills.
• Strong problem‑solving and resourceful aptitude.
• Enthusiastic, strong work ethic and positive attitude.

Global Relay advertises the pay range for this role in compliance with British Columbia’s pay transparency laws. The range below reflects the expected annual base salary for Vancouver‑based employees:
CAD 45,000 – 55,000
. The pay is only one element of our comprehensive rewards package, which includes extensive health benefits, a wellness allowance, paid sick days, maternity/parental enhancement program, corporate bonuses, RRSP matching, and a subsidized meal program.

At Global Relay, there’s no ceiling to what you can achieve. You’ll receive mentoring, coaching, and support to reach your career goals and work alongside talented individuals from diverse backgrounds. The culture rewards perseverance, hard work, creativity, and collaboration.

Global Relay is an equal‑opportunity employer committed to diversity, equity, and inclusion. We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

• Mid‑Senior level

• Full‑time

• Other

• Technology, Information and Internet