Director, Customer Success

Manhattan, IL - USA

Monthly Salary: Not Disclosed

Posted on: 31-08-2025

Vacancies: 1 Vacancy

Job Summary

Who we are:

For over 20 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 worlds most highly regulated firms giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

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. Its a place where you can genuinely make an impact and be recognized for it.

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.

Your role:

As Director Customer Success you will manage a team that owns strategic and enterprise customer relationships at Global Relay a leader in the FinTech and RegTech space. Reporting to the VP of Customer Success you will lead build and train a team of Customer Success Managers in a high-growth enterprise environment. You will be responsible for ensuring the Customer Success Team reaches management-set goals and work cross-functionally with Global Relay teams to drive customer this role you will manage a team that strengthens Global Relays relationships with enterprise and mid-market customers drives growth and focuses on proactive customer engagement strategies. You will serve as a customer champion and change leader demonstrating excellent communication skills while fostering a collaborative spirit at our flagship office in midtown Manhattan.

Your responsibilities:

Recruit lead and inspire a high-performance team to achieve customer goals and objectives
Own and drive customer success strategy for engaging with the worlds top finance and regulated companies
Develop and drive strategic best practices for customer success and engagement
Build strategies to drive adoption retention and expansion with our largest customers
Work with executive stakeholders on both customer and internal sides; demonstrate cross-functional leadership
Actively engage with customers throughout the relationship lifecycle
Act as a point of escalation for customers and internal stakeholders with complex problem solving advise on complex cases and attend client calls
Develop strong rapport with Global Relay internal stakeholders to promote service improvements and prioritize new feature enhancements based on customer needs
Report on and own KPIs for strategic and enterprise customers
Own commercial strategy for Enterprise portfolio; facilitate complex contract negotiations and renewal processes

About you:

Minimum 10 years of experience in SaaS Customer Success and/or customer-facing roles
8 years of management experience for mid-to-large size teams
Experience in complex contractual negotiations with solid understanding of customer expansion
Strong leader and motivator with a track record of exceptional performance
Goal-oriented self-starter demonstrating strong organization attention to detail creativity resourcefulness and leadership
Strong ability to manage multiple cross-functional projects involving customers processes and systems simultaneously
Professional business manner with the ability to establish relationships with executive stakeholders
Outstanding communication and organizational skills with strong attention to detail
Excellent listening and interpersonal skills
Highly motivated and energetic with strong analytical and problem-solving skills
Strong work ethic with ability to multi-task and prioritize in a fast-paced environment
Compliance/finance industry knowledge or management consulting experience a plus

Compensation:

Global Relay advertises the pay range for this role in compliance with applicable pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise skills education and professional background.

The range below reflects the expected annual base salary which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy culture and values. We aim to foster an inspiring work environment and support employees work-life rhythms. We provide a comprehensive health benefits program including extended health coverage and short-term / long-term disability insurance. Employees receive annual allotted vacation days which increase based on tenure. Other benefits include paid sick days maternity/parental leave enhanced program commuter benefits corporate bonuses and a 401(k)-retirement plan with company contribution matching.

For employees based at our New York office we provide additional perks and amenities to enhance your work experience including a subsidized meal program courtesy of our in-house culinary team!

Base salary range

$170000$250000 USD

What you can expect:

At Global Relay theres no ceiling to what you can achieve. Its the land of opportunity for the energetic the intelligent the driven. Youll receive the mentoring coaching and support you need to reach your career goals. Youll be part of a culture that breeds creativity and rewards perseverance and hard work. And youll be working alongside smart talented individuals from diverse backgrounds with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity equity and inclusion.

We seek to ensure reasonable adjustments accommodations and personal time are tailored to meet the unique needs of every individual.

To learn more about our business culture and community involvement visit .

Required Experience:

Director

Who we are:For over 20 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 worlds most highly regulated firms giving them gre...