Teams at Global Relay

Manage a portfolio of SMB and mid-market SaaS customers as their primary trusted advisor. Drive adoption, value realization, renewals, retention, upsell, cross-sell, and expansion while mitigating churn. Build account plans, conduct executive business reviews, analyze usage data, coordinate issue resolution across internal teams, advocate for customer needs, and maintain accurate Salesforce records.

Own a portfolio of complex enterprise SaaS accounts, serving as a strategic advisor to drive retention, renewals, adoption, and expansion. Lead executive business reviews, renewal negotiations, account planning, forecasting, and cross-functional customer engagements. Identify upsell opportunities, maintain Salesforce health scores and pipelines, mentor CSMs, develop enablement playbooks, and represent customer needs in product roadmap discussions.

Responsible for full sales cycle ownership across named enterprise accounts in the Northeast: prospecting, discovery, demos, and closing. Drive upsell/cross-sell within installed base, identify net-new logos, build multi-threaded executive relationships (Compliance, IT, Legal, Risk), maintain pipeline and forecasts in Salesforce, collaborate with CS/SE/Product, attend industry events, and apply structured sales methodologies (e.g., MEDDIC) to win complex, consensus-driven deals.