Customer Success Manager

3+ years of experience in Customer Success, Account Management, or Strategic Client Services — preferably in SaaS, financial services, compliance, or a regulated industry

Proven ability to manage a portfolio of mid-sized accounts with varying degrees of complexity

Strategic thinker with the ability to communicate clearly and influence across all levels, including executives

Comfortable analyzing customer data to uncover insights, drive adoption, and identify risks or opportunities

Excellent project management, communication, and presentation skills

Experience with Salesforce or a similar CRM platform

As a Customer Success Manager (CSM) at Global Relay, you will be the primary point of contact and a trusted advisor to a portfolio of customers across our SMB and Mid-Market segment. You will drive value realization, adoption, and growth by building strong relationships, understanding business objectives, and aligning our solutions to customer needs.

You will manage and expand customer engagement across multiple departments, lead renewal and expansion conversations, and mitigate churn risk. You will also collaborate with internal teams to ensure satisfaction throughout the customer lifecycle.

This role is ideal for individuals who are passionate about customer advocacy, enjoy working cross-functionally, and thrive in a fast-paced SaaS environment.

Act as the primary point of contact for your customer portfolio, building trusted relationships across both operational and executive stakeholders

Own renewal strategy and drive gross revenue retention, upsell, cross-sell, and multi-year commitments