Global Head of Customer Success at Global Relay

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 & VisionDevelop 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 adoptionSet clear objectives and KPIs for customer satisfaction retention and growth such as NPS and expansion revenueBuild strategies to maximize customer retention and lifetime value reducing churn and identifying upsell/cross-sell opportunitiesLead our Executive Briefing Center (EBC) strategy a flagship approach to deepen relationships with key customers and C-suite stakeholdersTeam Building & ScalingLead and scale a high-performing global team ofover 60 professionals(including regional leaders individual contributors and operations analysts) to meet growing demandMentor and empower reporting leadership team to deliver exceptional service and achieve strategic objectivesFoster a culture of excellence collaboration and innovation with a focus on career development and cross-functional alignmentOperational Accountability & CollaborationOwn customer success KPIs: retention expansion revenue NPS and customer healthCollaborate with finance product and sales teams to align customer success initiatives with broader business outcomesPartner with commercial teams and respective leadership including Sales marketing (CMO) product (CPO) Legal (CLO) etc.) to ensure alignment and execution of go-to-market plansFacilitate and foster partnership with Sales to support renewals and account growth initiativesAbout you:15 years of experience in senior leadership roles ideally within SaaS or technology sectorsProven success leading customer success teams in a SaaS environment with a track record of scaling teams and strategies across multiple regionsDeep understanding of SaaS business models customer lifecycle management and subscription revenue dynamicsExpertise in implementing global service models that satisfy customer demands across geographies verticals and personasExcellent leadership communication and interpersonal skills with the ability to inspire and motivate teams and work with the C SuiteFinancial Acumen: Strong understanding of complex deal structures deal desk operations SaaS financial models and pricing strategiesExperience in negotiating and designing enterprise contracts revenue recognition and aligning customer success metrics with financial outcomesDemonstrated SaaS success in the financial services industry (banking fintech insurance etc.) and other regulated industries e.g. Healthcare is an attributeFrequent travel across North America and Europe is requiredCompensation: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 USDWhat 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 Key Skills Marketing & Promotions,Attorney At Law,Jni,Airlines,Art Employment Type : Full Time Experience: years Vacancy: 1