Global Head of Customer Success

Job Description

Job Description

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 Global Head of Customer Success, you will lead this mission-critical function as the voice of the customer at the executive level. Global Relay's product portfolio and customer base have grown exponentially, which requires our service model to evolve. This role will drive strategic direction for 20,000+ customers (multi-9 figure portfolio), with emphasis on driving enterprise success through retention, growth, and satisfaction. Reporting to the Global Head of Sales, you will lead a global team to optimize the customer journey and build long-term customer value. This is a unique opportunity to build and scale a world-class team and shape the future of Customer Success in the financial services sector and beyond.

Your responsibilities:

Strategic Leadership & Vision

• Develop and execute a comprehensive customer strategy for Customer Success to oversee a multi-9 figure customer portfolio, ensuring measurable outcomes through proactive engagement, world-class service, and product adoption
• Set clear objectives and KPIs for customer satisfaction, retention, and growth, such as NPS and expansion revenue
• Build strategies to maximize customer retention and lifetime value, reducing churn and identifying upsell/cross-sell opportunities
• Lead our Executive Briefing Center (EBC) strategy, a flagship approach to deepen relationships with key customers and C-suite stakeholders

Team Building & Scaling

• Lead and scale a high-performing global team of over 60 professionals (including regional leaders, individual contributors and operations analysts) to meet growing demand
• Mentor and empower reporting leadership team to deliver exceptional service and achieve strategic objectives
• Foster a culture of excellence, collaboration, and innovation, with a focus on career development and cross-functional alignment

Operational Accountability & Collaboration

• Own customer success KPIs: retention, expansion revenue, NPS, and customer health
• Collaborate with finance, product, and sales teams to align customer success initiatives with broader business outcomes
• Partner with commercial teams and respective leadership including Sales, marketing (CMO), product (CPO), Legal (CLO), etc.) to ensure alignment and execution of go-to-market plans
• Facilitate and foster partnership with Sales to support renewals and account growth initiatives

About you:

• 15+ years of experience in senior leadership roles, ideally within SaaS or technology sectors
• Proven success leading customer success teams in a SaaS environment, with a track record of scaling teams and strategies across multiple regions
• Deep understanding of SaaS business models, customer lifecycle management, and subscription revenue dynamics
• Expertise in implementing global service models that satisfy customer demands across geographies, verticals and personas
• Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams and work with the C Suite
• Financial Acumen: Strong understanding of complex deal structures, deal desk operations, SaaS financial models, and pricing strategies
• Experience in negotiating and designing enterprise contracts, revenue recognition, and aligning customer success metrics with financial outcomes
• Demonstrated SaaS success in the financial services industry (banking, fintech, insurance, etc.), and other regulated industries e.g., Healthcare is an attribute
• Frequent travel across North America and Europe is required

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 employees based at our New York office, we provide additional perks and amenities to enhance your work experience including a subsidized meal program, courtesy of our in-house culinary team!

Base salary range

$200,000—$300,000 USD

What you can expect:

At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

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.

To learn more about our business, culture, and community involvement, visit