Senior Customer Success Manager

<div class="content-intro"><p><strong>Who we are:</strong></p> <p>For over 25 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.</p> <p>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.</p> <p>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.</p></div><p><strong>Your role:&nbsp;</strong></p> <p>Global Relay is seeking a Senior Customer Success Manager to join our growing team in New York City. In this role you will own a portfolio of large, complex, and high-growth accounts across the financial services and regulated tech sectors — industries where Global Relay is deeply embedded. You will serve as a trusted strategic advisor, driving retention and expansion by aligning our platform capabilities to your customers' evolving compliance, communications, and data-management priorities.</p> <p>This is a high-visibility, quota-carrying role with direct impact on net revenue retention. You will engage C-suite and senior stakeholders in Executive Business Reviews, orchestrate cross-functional delivery teams, and lead sophisticated renewal negotiations — all within one of the most demanding regulatory environments in enterprise SaaS.</p> <p><strong>Your responsibilities:</strong></p> <p><strong>Account Strategy &amp; Management</strong></p> <ul> <li>Build and own long-term account plans aligned to C-suite and senior leadership priorities across a defined book of large-cap and high-growth accounts.</li> <li>Develop trusted-advisor relationships with IT Directors, Compliance Managers, and business unit leaders — influencing strategic decisions and securing multi-year partnerships.</li> <li>Lead quarterly and annual Executive Business Reviews, using platform usage data, adoption metrics, and industry benchmarks to demonstrate and expand value.</li> <li>Orchestrate cross-functional customer engagements spanning Sales, Enterprise Services, Product, and Support to