Senior Manager, Customer Success

As Senior Manager, Customer Success, you will lead and develop a team responsible for strategic and enterprise customer relationships at Global Relay, a leader in the FinTech and RegTech space.

What You Will Do

You will lead a team of Customer Success Managers, own a selected portfolio of complex or high-value accounts, and build trusted relationships with senior customer stakeholders.

Why It Might Be a Fit

You will have the opportunity to make an impact, be recognized for it, and work in a career-building company with a culture that breeds creativity and rewards perseverance and hard work.

Requirements

• At least 7 years of experience in SaaS Customer Success, strategic account management, implementation or another relevant customer-facing role, including responsibility for enterprise customers.
• At least 3 years of people-management experience, ideally in a player-coach environment supporting a team of experienced Customer Success professionals.
• A strong record of improving customer adoption, retention and account growth in a complex enterprise environment.
• Experience managing customer risk, senior escalations, renewals and complex commercial conversations.
• Confidence building relationships with executive stakeholders and influencing across functions without relying on formal authority.
• Strong analytical skills and the ability to use customer data, health indicators and forecasts to prioritise action and communicate clearly.
• Excellent communication, listening and organisational skills, with the judgement to balance competing customer and business priorities.
• A proactive and resilient leadership style, with the ability to coach others and operate effectively in a fast-paced, evolving environment.
• Experience working with CRM or Customer Success platforms and maintaining accurate, useful customer records.

Benefits

• Comprehensive health benefits program
• Short-term / long-term disability insurance
• Annual allotted vacation days
• Paid sick days
• Maternity/parental leave enhanced program
• Commuter benefits
• Corporate bonuses
• 401(k)-retirement plan with company contribution matching
• Subsidized meal program