Senior Customer Success Manager

Job overview

The Senior Customer Success Manager role is onsite in Chicago, IL. Compensation is listed as $100,000–$120,000 per year in base salary. Global Relay provides cloud archiving, surveillance, eDiscovery, and analytics solutions for regulated organizations. The manager owns a portfolio of complex enterprise accounts and aligns platform capabilities with customers’ compliance, communications, and data-management priorities. The role supports retention and growth through executive engagement, renewal leadership, cross-functional coordination, and customer adoption.

What you'll do

• Build long-term account plans
• develop relationships with senior customer stakeholders
• lead executive business reviews using usage and adoption data
• coordinate customer engagements across Sales, Enterprise Services, Product, and Support
• manage renewals, risk identification, RFPs, and negotiations
• identify cross-sell and upsell opportunities
• partner with Client Services on adoption
• maintain Salesforce pipeline, health scores, and forecasts
• coach customer success colleagues
• contribute to playbooks and represent customer needs internally.

What we're looking for

Skills & competencies

senior customer success manager

customer success

enterprise saas

account strategy

renewals

revenue retention

salesforce

regulated industries

chicago il

global relay

$100k–$120k/year

Work arrangement

• Weekend coverage required

Benefits & perks

• Health coverage
• short- and long-term disability
• vacation days that increase with tenure
• paid sick days
• enhanced parental leave
• commuter benefits
• corporate bonuses
• 401(k) with company matching.

Why this role

Requires 6+ years of SaaS customer success, enterprise relationship management, or strategic account management experience and a bachelor’s degree or equivalent. Experience with regulated-industry enterprise accounts is strongly preferred.

About the employer

Global Relay is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.