Senior Customer Success Manager

Role Overview

Join Global Relay’s growing team in San Francisco as a Senior Customer Success Manager, owning a portfolio of large, complex, and high-growth accounts across the financial services and regulated tech sectors. Drive retention and expansion by aligning our platform capabilities to customers’ evolving compliance, communications, and data-management priorities.

What You Will Do

Build and own long-term account plans, develop trusted-advisor relationships, lead quarterly and annual Executive Business Reviews, and orchestrate cross-functional customer engagements to resolve complex issues and improve time-to-value.

Why It Might Be a Fit

This is a high-visibility, quota-carrying role with direct impact on net revenue retention, requiring a skilled negotiator with experience managing complex, multi-stakeholder enterprise accounts in regulated industries.

Requirements

• 6+ years of experience in a SaaS environment in Customer Success, enterprise account management, or strategic sales
• Demonstrated experience managing complex, multi-stakeholder enterprise accounts ($500K+ ARR) in regulated industries such as financial services, legal, or healthcare tech
• Skilled negotiator with the ability to lead commercial conversations through procurement and legal review cycles without losing momentum or margin
• Fluent communicator — able to tailor messaging from technical detail to executive narrative across written, verbal, and formal presentation formats
• Experienced in leading cross-functional teams and influencing outcomes without formal authority
• Proficiency in Salesforce or comparable CRM for pipeline management, health scoring, and forecasting; comfort with CS platforms (Gainsight, Totango, ChurnZero) is a plus
• Familiarity with data archiving, compliance communications, or financial services regulatory frameworks (FINRA, SEC, MiFID II) is a meaningful differentiator — not a requirement
• Bachelor’s degree or equivalent experience required

Benefits

• Commissions
• Extended health benefits
• 401k contributions