Teams at Global Relay

Owns the strategic success, retention, and growth of a portfolio of high-value enterprise accounts. Builds executive relationships, develops multi-year success plans, leads business reviews, manages escalations, negotiates complex renewals, identifies expansion opportunities, and represents customer needs across Product, Sales, Marketing, Support, and leadership teams.

Leads Customer Success Operations for an enterprise SaaS business, overseeing renewal strategy, revenue protection, contract reconciliation, customer lifecycle frameworks, health scoring, dashboards, CRM data quality, and performance insights. Manages distributed team members and partners with Customer Success, Sales, Finance, and Product to improve retention, expansion, billing accuracy, operational scalability, and customer outcomes.

Owns a portfolio of complex enterprise SaaS accounts, driving retention, renewals, expansion, and net revenue retention. Builds executive relationships, leads business reviews, manages negotiations, coordinates cross-functional teams, tracks account health and forecasts in CRM systems, and identifies growth opportunities. The role also mentors customer success professionals, contributes to playbooks, and represents customer needs in product roadmap discussions.