Drive customer adoption and retention as a Customer Success Manager at Global Relay, guiding SMB and Mid-Market accounts through SaaS value realization.

You will serve as the primary contact and trusted advisor for a customer portfolio. The role connects customer objectives with Global Relay solutions, while supporting renewals, expansion, and satisfaction. Success requires cross-functional collaboration, data analysis, and executive communication across regulated industries.

Key Responsibilities:

- Build trusted relationships with operational and executive customer stakeholders
- Own renewal strategy, retention, upsell, cross-sell, and multi-year commitments
- Identify expansion opportunities through usage trends and business objectives
- Coordinate escalations with Support, Product, and Client Services




- Conduct data-driven Executive Business Reviews and maintain Salesforce records

Requirements:

- Three or more years in Customer Success, Account Management, or Client Services
- Experience managing complex portfolios of mid-sized accounts
- Ability to influence clearly across executive and organizational levels
- Customer data analysis, project management, communication, and presentation skills
- Salesforce or similar CRM experience and a required Bachelor's degree

Use customer advocacy, strategic account planning, and SaaS expertise to strengthen adoption, renewals, and growth at Global Relay.

📌 SaaS Customer Success Manager (Vancouver)
🏢 Global Relay
📍 Vancouver