Global Head of Customer Success

New York City, NY - USA

Monthly Salary: Not Disclosed

Posted on: 22 days ago

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 Global Head of Customer Success you will lead this mission-critical function as the voice of the customer at the executive level. Global Relays product portfolio and customer base have grown exponentially which requires our service model to evolve. This role will drive strategic direction for 20000 customers (multi-9 figure portfolio) with emphasis on driving enterprise success through retention growth and satisfaction. Reporting to the Global Head of Sales you will lead a global team to optimize the customer journey and build long-term customer value. This is a unique opportunity to build and scale a world-class team and shape the future of Customer Success in the financial services sector and beyond.

Your responsibilities:

Strategic Leadership & Vision

Develop and execute a comprehensive customer strategy for Customer Success to oversee a multi-9 figure customer portfolio ensuring measurable outcomes through proactive engagement world-class service and product adoption
Set clear objectives and KPIs for customer satisfaction retention and growth such as NPS and expansion revenue
Build strategies to maximize customer retention and lifetime value reducing churn and identifying upsell/cross-sell opportunities
Lead our Executive Briefing Center (EBC) strategy a flagship approach to deepen relationships with key customers and C-suite stakeholders

Team Building & Scaling

Lead and scale a high-performing global team ofover 60 professionals(including regional leaders individual contributors and operations analysts) to meet growing demand
Mentor and empower reporting leadership team to deliver exceptional service and achieve strategic objectives
Foster a culture of excellence collaboration and innovation with a focus on career development and cross-functional alignment

Operational Accountability & Collaboration

Own customer success KPIs: retention expansion revenue NPS and customer health
Collaborate with finance product and sales teams to align customer success initiatives with broader business outcomes
Partner with commercial teams and respective leadership including Sales marketing (CMO) product (CPO) Legal (CLO) etc.) to ensure alignment and execution of go-to-market plans
Facilitate and foster partnership with Sales to support renewals and account growth initiatives

About you:

15 years of experience in senior leadership roles ideally within SaaS or technology sectors
Proven success leading customer success teams in a SaaS environment with a track record of scaling teams and strategies across multiple regions
Deep understanding of SaaS business models customer lifecycle management and subscription revenue dynamics
Expertise in implementing global service models that satisfy customer demands across geographies verticals and personas
Excellent leadership communication and interpersonal skills with the ability to inspire and motivate teams and work with the C Suite
Financial Acumen: Strong understanding of complex deal structures deal desk operations SaaS financial models and pricing strategies
Experience in negotiating and designing enterprise contracts revenue recognition and aligning customer success metrics with financial outcomes
Demonstrated SaaS success in the financial services industry (banking fintech insurance etc.) and other regulated industries e.g. Healthcare is an attribute
Frequent travel across North America and Europe is required

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

$200000$300000 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...