Lead, Customer Success, SMB

Overview

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. We are a career-building company that values big ideas, new challenges, and groundbreaking innovation.

We believe great businesses thrive on diversity and inclusion, and we recruit candidates from different backgrounds to foster a collaborative work environment free of barriers.

What you can expect: Global Relay offers competitive compensation and benefits, mentoring and coaching, and a culture that rewards perseverance and hard work. We are an equal-opportunity employer committed to diversity, equity, and inclusion, with reasonable adjustments available to meet individual needs. Further information about our business, culture, and community involvement is available at

The Customer Success Lead works closely with Global Relay’s existing customer base and encompasses ongoing team management, account management, account reconciliation, upselling, and customer success. The Customer Success Lead will manage, motivate, and train the team of Customer Success Managers. You are responsible for ensuring the Customer Success Team reaches upsell and retention goals, training/mentoring the team, and collaborating with cross-functional teams to deliver a value-driven customer journey and proactive, strategic engagements with customers.

• Drive customer success strategy for the customer success team.
• Establish and drive strong customer relationships and proactive engagement as the main point of contact.
• Act as player/coach for the customer success team.
• Set and hold the team accountable to targets and goals.
• Collaborate with Sales, Legal, Accounting, Provisioning, and Customer Support to resolve critical issues.
• Identify and support sales and upsell opportunities within existing customers.
• Explain features and benefits of Global Relay services to customers.
• Continuously assess, clarify, and validate customer needs.
• Create reporting and dashboards in Salesforce CRM.
• Manage the inbound work queue for the team.
• Lead customer executive or quarterly business reviews.
• Train the team on customer success best practices for SaaS companies.
• Mentor and empower teammates and train new hires.
• Review and improve workflow procedures for process improvements.
• Manage team KPIs and report to management.
• Serve as the point of escalation for negotiations with at-risk customers.
• Identify opportunities for expansion.

• Degree or Diploma and/or 5+ years of account management or related experience, ideally in the information technology sector with an understanding of cloud solutions.
• Previous managerial and leadership experience required.
• Ability to assess customer needs and deliver appropriate solutions.
• Proven track record of successful account management.
• Professional business manner with the ability to interact with executives.
• Strong time management skills in a fast-paced environment with attention to detail.
• Excellent verbal and written communications skills.
• Experience with Salesforce or other CRM systems is highly desirable.
• Resourceful with strong problem-solving skills and a positive attitude.
• Excellent listening, negotiation, and presentation skills.

British Columbia base salary: $110,000 CAD – $135,000 CAD. Compensation reflects expertise, skills, education, and professional background. The role includes a comprehensive total rewards package with extended health benefits, virtual healthcare, a wellness allowance, annual vacation time, paid sick days, maternity/parental benefits, corporate bonuses, and RRSP contribution matching. Vancouver-based employees receive a subsidized meal program.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion. We provide reasonable adjustments, accommodations, and personal time to meet the needs of every individual.