Global Customer Success Manager

$120,000 - $180,000/Yr

Global Relay - New York, NY

Full-time - Mid Level

Hybrid - New York, NY

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Global Customer Success Manager at Global Relay is responsible for managing relationships with enterprise-level clients, focusing on account management, upselling, and building trusted advisor relationships. This role involves strategic engagement with key customers, collaboration across teams, and driving revenue growth while ensuring customer satisfaction and retention.

Responsibilities

• Be a trusted advisor to executive customer stakeholders effectively uncovering and driving towards business outcomes and customer value
• Create and drive strategy to achieve revenue growth for top accounts
• Mitigate and manage risk; look for and execute on opportunities to drive growth in customer engagement
• Drive achievement of gross revenue retention, upsell, and multi-year renewals by driving renewal strategy and conversations
• Own overall customer relationships and drive engagement and adoption, mine data to effectively measure value, unearth and mitigate risk, and create customer advocacy
• Deepen depth/breadth of customer relationships across multiple business units and geographies including building champions across executive stakeholders
• Work successfully with a wide variety of cross-functional internal partners to advocate for and resolve customer issues
• Build account plans and execute on strategy for growth and risk on account(s)
• Assess, clarify, and validate customer needs on an ongoing basis to accomplish land and expand goals
• Leads and manages the relationship between Global Relay and top customer accounts
• Contribute to process improvements and to help the team continue its evolution of what makes an excellent customer success organization
• Able to lead and organize projects and campaigns relevant to the customer and to the Customer Success organization
• Participate in Global Relay forums, client visits, and conferences

Requirements

• 7+ years of account management or customer success experience, with large, enterprise-level accounts in compliance, finance, or SaaS
• Strong understanding of SaaS solutions
• Education in a relevant field, preferably with a master's degree
• Demonstrates ability to assess customer needs and deliver appropriate solutions
• Strategic mindset and ability to engage and build trust with executive stakeholders
• Experience landing and expanding global customer accounts
• Proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong attention to detail
• Excellent verbal and written communications skills
• Resourceful with strong problem-solving skills
• Enthusiastic, strong work ethic and positive attitude
• Excellent listening, negotiation and presentation skills at the highest level

Benefits

• Competitive compensation
• Flexible work arrangements
• Hybrid work model
• Mentoring and coaching support
• Diversity, equity, and inclusion initiatives