Customer Success Manager

Role Overview

As a Customer Success Manager at Global Relay, you will be the primary point of contact and a trusted advisor to a portfolio of customers across our SMB and Mid-Market segment. You will drive value realization, adoption, and growth by building strong relationships, understanding business objectives, and aligning our solutions to customer needs.

What You Will Do

Act as the primary point of contact for your customer portfolio, building trusted relationships across both operational and executive stakeholders. Own renewal strategy and drive gross revenue retention, upsell, cross-sell, and multi-year commitments.

Why It Might Be a Fit

This role is ideal for individuals who are passionate about customer advocacy, enjoy working cross-functionally, and thrive in a fast-paced SaaS environment.

Requirements

• 3+ years of experience in Customer Success, Account Management, or Strategic Client Services — preferably in SaaS, financial services, compliance, or a regulated industry
• Proven ability to manage a portfolio of mid-sized accounts with varying degrees of complexity
• Strategic thinker with the ability to communicate clearly and influence across all levels, including executives
• Comfortable analyzing customer data to uncover insights, drive adoption, and identify risks or opportunities
• Excellent project management, communication, and presentation skills
• Experience with Salesforce or a similar CRM platform
• Resourceful, proactive, and collaborative with a strong customer-first mindset
• Bachelor’s degree required; Master’s degree is a plus

Benefits

• Comprehensive extended health benefits program
• Virtual healthcare
• Wellness allowance
• Paid sick days
• Maternity/parental enhancement program
• Bonus
• RRSP contribution matching program
• Subsidized meal program