Senior Customer Success Manager

Senior Customer Success Manager

Global Relay is seeking a Senior Customer Success Manager to join our growing team in Chicago, Illinois. In this role you will own a portfolio of large, complex, and high-growth accounts across the financial services and regulated tech sectors industries where Global Relay is deeply embedded. You will serve as a trusted strategic advisor, driving retention and expansion by aligning our platform capabilities to your customers' evolving compliance, communications, and data-management priorities.

This is a high-visibility role with direct impact on revenue retention. You will engage C-suite and senior stakeholders in Executive Business Reviews, orchestrate cross-functional delivery teams, and lead sophisticated renewal negotiations all within one of the most demanding regulatory environments in enterprise SaaS.

Account Strategy and Management

• Build and own long-term account plans aligned to C-suite and senior leadership priorities across a defined book of large-cap and high-growth accounts.
• Develop trusted-advisor relationships with IT Directors, Compliance Managers, and business unit leaders influencing strategic decisions and securing multi-year partnerships.
• Lead quarterly and annual Executive Business Reviews, using platform usage data, adoption metrics, and industry benchmarks to demonstrate and expand value.
• Orchestrate cross-functional customer engagements spanning Sales, Enterprise Services, Product, and Support to resolve complex issues and improve time-to-value.

Revenue Retention & Growth

• Own the full renewal lifecycle from early risk identification through RFP management and procurement-level negotiation with accountability for gross and net revenue retention targets.
• Proactively identify and qualify cross-sell and upsell opportunities in partnership with Sales, aligning expansion to documented customer goals and strategic roadmap.
• Partner with Global Relay's Client Services teams to drive platform adoption, increase product utilization depth, and surface expansion signals from usage data.
• Maintain accurate pipeline, health scores, and renewal forecasts in Salesforce; contribute to team NRR and expansion reporting.

Team Enablement & Thought Leadership

• Coach and mentor CSMs and CSRs on renewal negotiation, objection handling, EBR facilitation, and account planning best practices.
• Contribute to playbook development, sharing repeatable frameworks for account segmentation, risk management, and executive engagement.
• Represent the voice of the customer internally advocating for product enhancements and influencing roadmap priorities based on portfolio-level patterns.

About you

• 6+ years of experience in a SaaS environment in Customer Success, enterprise relationship management, or strategic account management.
• Demonstrated experience managing complex, multi-stakeholder enterprise accounts ($500K+ ARR) in regulated industries such as financial services, legal, or healthcare tech is strongly preferred.
• Skilled negotiator with the ability to lead commercial conversations through procurement and legal review cycles without losing momentum or margin.
• Fluent communicator able to tailor messaging from technical detail to executive narrative across written, verbal, and formal presentation formats.
• Experienced in leading cross-functional teams and influencing outcomes without formal authority.
• Proficiency in Salesforce or comparable CRM for pipeline management, health scoring, and forecasting; comfort with CS platforms (Gainsight, Totango, ChurnZero) is a plus.
• Familiarity with data archiving, compliance communications, or financial services regulatory frameworks (FINRA, SEC, MiFID II) is a meaningful differentiator not a requirement.
• Bachelor's degree or equivalent experience 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.

Illinois - Base salary range

$100,000 - $120,000 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.