Lead, Customer Success, SMB

Overview

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 world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

We offer competitive compensation and benefits and a culture that emphasizes impact, growth, and innovation. Global Relay is a career-building company where big ideas, new challenges, and groundbreaking work are valued and recognized.

Global Relay is committed to diversity, inclusion, and collaboration. We recruit candidates from diverse backgrounds and foster a work environment free of barriers.

Your role

The Customer Success Lead works closely with Global Relay’s existing customer base and encompasses ongoing team management, account management, account reconciliation, upselling, and customer success. The Customer Success Lead manages, motivates, and trains the team of Customer Success Managers. He/she is responsible for ensuring the Customer Success Team reaches upsell and retention goals set by management, trains/mentors the team, and works with Global Relay cross-functional teams to provide a value-driven customer journey and drive proactive and strategic engagements with customers.

Your responsibilities

- Drive customer success strategy for the customer success team.

- As the main point of contact, establish and drive strong customer relationships and proactive customer engagement.

- Player/Coach for the customer success team.

- Create and hold the team accountable to targets and goals.

- Work with Global Relay departments, including Sales, Legal, Accounting, Provisioning, and Customer Support to solve critical customer issues.

- Identify and support sales and upsell opportunities to existing customers.

- Understand and explain features and benefits of Global Relay services to customers.

- Proactively assess, clarify, and validate customer needs on an ongoing basis.

- Build reporting and dashboards on Salesforce CRM.

- Manage inbound work queue for the team.

- Attend and provide leadership in customer executive or quarterly business reviews.

- Train the team on customer success best practices for SaaS companies.

- Mentor and empower existing team members as well as train new hires.

- Review, modify, and enable workflow procedures for process improvements.

- Manage team KPIs and report to management.

- Point of escalation for negotiations, at-risk customers.

- Identify areas of opportunities for expansion.

About you

- Degree or Diploma and/or 5+ years of account management or related experience, ideally in the information technology sector with an understanding of cloud solutions.

- Previous managerial and leadership experience required.

- Ability to assess customer needs and deliver appropriate solutions.

- Has a proven track record of successful account management.

- Maintains a professional business manner with the ability to comfortably interact with various executive levels.

- Strong time management in a fast-paced environment with attention to detail.

- Excellent verbal and written communications skills.

- Previous direct experience with Salesforce or other CRM systems is highly desirable.

- Resourceful with strong problem-solving skills.

- Enthusiastic, strong work ethic and positive attitude.

- Excellent listening, negotiation, and presentation skills.

Compensation

Global Relay advertises the pay range for this role in compliance with British Columbia’s 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 one element of our total rewards package. We offer an extended health benefits program, including virtual healthcare and a wellness allowance, vacation days, paid sick days, parental enhancement, corporate bonuses, and RRSP matching. For Vancouver-based employees, we provide a subsidized meal program.

British Columbia - Base salary range: $110,000 - $135,000 CAD

What you can expect

At Global Relay, there’s no ceiling to what you can achieve. You’ll receive mentoring, coaching, and support to reach your career goals, work with diverse, talented colleagues, and contribute to a culture that rewards perseverance and hard work.

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 www.globalrelay.com.

EEO and data notice

Global Relay is an equal-opportunity employer. If you are applying from outside Canada or the UK, data privacy practices are described in our privacy notice. If you have questions about your personal data, contact privacy@globalrelay.net.

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