Global Relay Benefits Overview

Leads and develops a team of nine Customer Success Managers while personally managing complex enterprise accounts. Responsibilities include driving adoption, retention, renewals, expansion, executive relationships, customer health monitoring, risk recovery, escalations, success planning, forecasting, and cross-functional collaboration. The role also establishes consistent customer success practices, coaches team members, supports recruiting, and uses customer data to improve performance and value realization.

Leads complex enterprise customer implementations of Global Relay’s archiving and compliance services. Configures email and third-party integrations, SAML/SSO, directory synchronization, multi-tenant environments, and customer software deployments. Partners with customers, project managers, product teams, and business development to define workflows, validate compliant data flow, resolve issues, meet deadlines, and support proof-of-concept activities. Provides technical guidance, peer reviews, documentation updates, and mentoring, including scheduled off-hours and weekend coverage.

Own the full enterprise sales lifecycle for strategic financial services accounts, driving new business, expansion, and revenue growth. Develop account strategies aligned with regulatory, compliance, and risk priorities; lead complex discovery, executive presentations, business cases, and multi-stakeholder engagements. Build relationships across Compliance, Legal, Risk, and IT, partner with Customer Success, Sales Engineering, and Product, maintain Salesforce pipeline accuracy, and represent the company at industry events. Travel across the Northeast is expected.