Posted:
1/10/2025, 5:38:02 AM
Location(s):
New York, New York, United States ⋅ New York, United States
Experience Level(s):
Senior
Field(s):
Customer Success & Support ⋅ Sales & Account Management
Workplace Type:
Hybrid
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.
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.
We encourage you to apply if your qualifications and experience are a good fit for any of our openings.
Your Role:
The Manager, Customer Success, works closely with Global Relay’s existing customer base and encompasses ongoing team management, account management, account reconciliation, upselling, and customer success. The Manager, Customer Success, will manage, motivate, lead, and train a team of Customer Success Managers in the Scaled or Small/Mid-sized (SMB) space. He/she is responsible for ensuring the Customer Success Team reaches goals set by management and work closely with Global Relay teams to provide a point of escalation for customer inquiries.
The Manager, Customer Success, will strengthen Global Relay's relationships with customers at scale and create scaled approaches to customer engagement to drive retention and value. The Manager is responsible to manage the Scaled/SMB Customer Success team, drive and own systems and processes that deliver value for customers while increasing revenue and growth for Global Relay. The Manager, Customer Success will also create an email/content strategy and customer journey/touchpoints to drive adoption, retention, and expansion.
The ideal candidate has prior experience leading customer success teams, building customer communities, working with customers at scale, and has the ability to work cross-functionally on multiple customer, process and system projects simultaneously.
Your responsibilities:
About You:
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, short-term and long-term disability insurance, and a health spending account. 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!
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.
We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.
To learn more about our business, culture, and community involvement, visit www.globalrelay.com.
Website: https://www.globalrelay.com/
Headquarter Location: Vancouver, British Columbia, Canada
Employee Count: 1001-5000
Year Founded: 1999
IPO Status: Private
Industries: Ediscovery ⋅ Enterprise Software