About us:

For more than 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, monitoring, e-discovery and analytics solutions. We securely capture and store the communications data of the world’s most regulated companies, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Although we offer competitive compensation, benefits, and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a functional builder. A place for big ideas. New challenges. Pioneering innovation. It’s a place where you can make a real impact – and get recognition for it.

We believe that great companies thrive on diversity, inclusion, and the contributions of all employees. To this 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 turn:

As a Customer Success Manager (CSM) at Global Relay, you will be the primary point of contact and trusted advisor to a range of clients across our SMB and mid-sized businesses sector. You will drive value, adoption, and growth by building strong relationships, understanding business objectives, and aligning our solutions with customer needs.

You will manage customer engagement and expansion across multiple departments, lead renewal and expansion conversations, and mitigate downtime risks. You will also collaborate with internal teams to ensure satisfaction throughout the customer lifecycle.

This role is ideal for individuals who are passionate about customer advocacy, enjoy working cross-functionally, and thrive in a fast-paced SaaS environment.

Your responsibilities:

• Act as the primary point of contact for your client portfolio, building trusted relationships across operational and executive stakeholders
• Own renewal strategy, drive retention, upsell, cross-sell, and multi-year commitments
• Identify and implement expansion opportunities by analyzing data, usage trends, and business goals
• Act as the primary escalation point for customer issues, coordinating with Support, Product, and Customer Service to resolve challenges
• Build and implement account plans that balance growth and risk mitigation
• Understand customer objectives, align Global Relay solutions and proactively deliver insights, benchmarks and best practices
• Create customer champions and advocate for customer needs internally.
• Conduct regular executive business reviews (EBRs) with accounts, using data-driven insights to drive value and secure renewal commitments
• Participate in strategic client programs, feedback sessions, training initiatives and industry events
• Enhance and optimize customer-targeted operating models to improve satisfaction and usage
• Maintain accurate and up-to-date information in Salesforce CRM.

About you:

• 3+ years of experience in customer success, account management, or strategic customer services – preferably in a SaaS, financial services, compliance, or regulated industry.
• Proven ability to manage a portfolio of medium-sized accounts of varying degrees of complexity.
• A strategic thinker with the ability to communicate clearly and influence at all levels, including executives.
• Conveniently analyze customer data to uncover insights, drive adoption and identify risks or opportunities.
• Excellent project management, communication and presentation skills.
• Experience with Salesforce or similar CRM platform.
• Resourceful, proactive and collaborative with a strong customer-first mindset.
• Bachelor’s degree required; Master’s degree is an added advantage.

Nice to have:

• Experience working with mid-market clients in a compliance-driven SaaS environment.
• Prior involvement in creating or scaling customer success guides or enablement initiatives.
• Experience with customer lifecycle programs, customer journey mapping, or voice of the customer programs.

compensation:

Global Relay advertises the pay range for this role in accordance with BC pay transparency laws. Individual pay rates are determined by evaluating factors such as experience, skills, education and professional background.

The range below reflects expected annual base salary, which is just one element of our comprehensive total rewards package designed to reflect the pay philosophy, culture and values ​​of our company. We aim to foster an inspiring work environment and support the work and life rhythms of employees. We offer a comprehensive and extensive health benefits program, including virtual health care and a wellness allowance. Employees also receive allocated annual leave days, which increase based on length of service. Other benefits include: paid sick days, maternity/parenting enhancement program, corporate bonuses, and RRSP contribution matching program.

For employees based in Vancouver, we offer a subsidized meals program, thanks to our talented in-house culinary team!

British Columbia – Base Salary Range

$55,000 – $75,000 CAD

What you can expect:

At Global Relay, there is no cap on what you can achieve. It is a land of opportunities for activity, intelligence and impulsiveness. You will receive the guidance, training, and support you need to reach your career goals. You will be part of a culture that breeds creativity and rewards perseverance and hard work. You will work alongside smart, talented individuals from diverse backgrounds who have complementary knowledge and skills.

Global Relay is an equal opportunity employer committed to diversity, equity, and inclusion.

We strive to ensure that reasonable modifications, accommodations and personal time are tailored to each individual’s unique needs.

To learn more about our business, culture and community engagement, visit www.globalrelay.com.