Lead, Customer Success, SMB

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 world's 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. It's 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:

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 will manage, motivate, and train the team of Customer Success Managers. He/she is responsible for ensuring the Customer Success Team reaches upsell and retention goals set by management, train/mentor the team, and work closely with Global Relay cross functional teams to provide a value-drive customer journey and drive proactive and strategic engagements with customers.

Your responsibilities: 

• Drive customer success strategy for his/her customer success team.
• As the main point of contact, establish and drive strong customer relationships and proactive customer engagement.
• Player/Coach for customer success team.
• Create and hold 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 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 on 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 business levels.
• Has the proven ability to effectively manage time, workload and shifting priorities in a fast-paced environment with a strong 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 worth 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 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 extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, bonus, and an RRSP contribution matching program. 

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team

What you can expect:

At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll 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