{"id":3465643,"url":"https://alion.io/job/global-relay-account-director-2","title":"Account Director, Customer Success","company":{"id":58182,"name":"Global Relay","domain":"globalrelay.com","url":"https://alion.io/company/global-relay","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":71,"open_postings":31,"ghost_share":0.387,"stale_share":0,"repost_share":0.032,"time_to_fill_p50_days":64,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Marketing","role_family":"Marketing","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":130000,"max":160000,"currency":"USD","period":"year","gross":null,"usd_annual":160000},"salary_estimate":null,"experience_years_min":9,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2025-12-15T17:33:27Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-10-31T09:58:29Z","board_verified":true,"closed_at":null,"days_open":319,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":319},"description":"Who we are:\nFor over 25 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.\nThough 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.\nWe 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.\nYour role:\nAs an Account Director, you will be a key individual contributor within our Customer Success organization, responsible for managing a portfolio of high-value, Enterprise-level accounts with significant ARR and strategic importance. This role is pivotal in driving long-term customer success, revenue growth, and strategic alignment between our company and enterprise clients. By combining a consultative approach with deep Global Relay product expertise, you will own the strategic direction and delivery for these accounts. This role requires a balance of executive-level relationship-building, technical delivery, and cross-functional collaboration to navigate complex customer needs and drive outcomes that align with C-suite priorities.\nThe role requires a consultative approach, both externally with the customer to understand their business drivers and needs, and internally across our product, support, and provisioning teams to identify emerging and deeper opportunities for development.\nYour responsibilities:\nAccount Strategy & Relationship Building\nOwn the end-to-end success of a portfolio of high-value Enterprise accounts (typically 10-20 accounts), developing and executing multi-year success and growth plans aligned with the customer’s business objectives and our product roadmap.\nBuild and maintain direct relationships with C-suite stakeholders (e.g., CIOs, CTOs, CCOs) and senior-level decision-makers, positioning yourself as a trusted advisor to influence strategic decisions\nServe as the primary escalation point for customer challenges, ensuring cross-functional collaboration with Product, Enterprise Services, Sales, and Executive Leadership\nLead in-person Executive Briefings (EBs) and Executive Business Reviews (EBRs) to align strategic objectives and stakeholders\nProactively monitor account health across all RAG (Red, Amber, Green) categories, with a focus on mitigating risk and turning high-risk accounts into high-performing, long-term partners\nRevenue Retention & Growth\nNegotiate and close complex, high-ARR renewals (e.g., $3M+ contracts with customized terms involving RFPs, Procurement, and approval committees), ensuring alignment with both customer and company objectives.\nIdentify and drive cross-sell/up-sell opportunities in partnership with Sales across lines of business, aligning with the customer needs and our strategic offerings\nDrive proactive engagement to address churn risks, improve satisfaction, and reinforce the value of Global Relay solutions through regular business reviews and stakeholder feedback\nInternal Advocacy & Cross-Functional Collaboration\nPartner with Product Leadership to ensure customer feedback and strategic needs inform product innovation and roadmap prioritization\nCollaborate with Sales and Marketing to co-create customer success stories, case studies, and thought leadership that reinforce our value proposition\nRepresent the customer’s interests internally at the highest levels, influencing product, go-to-market, and operational strategies to align with customer needs\nMonitoring project progress by tracking activity; resolving problems; recommending actions\nAbout you:\n9+ years of experience in enterprise SaaS, with a proven track record in customer success, account management, or enterprise sales\nDemonstrated success in managing high-ARR, high-complexity Enterprise accounts (e.g., multi-line of business or regional scope), including experience negotiating and securing high-value renewals and expansion deals\nStrong ability to build trust and influence with senior stakeholders, aligning customer strategy with business outcomes and positioning yourself as a strategic partner.\nProven ability to define and execute multi-year success plans that drive customer satisfaction, retention, and growth\nAbility to lead cross-functional teams and influence outcomes without formal authority\nComfortable working on multiple accounts and projects simultaneously, balancing strategic planning with day-to-day execution\nExperience using Salesforce or other CRM system is highly desirable\nCompensation:\nGlobal Relay advertises the pay range for this role in compliance with applicable pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.\nThe 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 health benefits program, including extended health coverage and short-term / long-term disability insurance. Employees receive annual allotted vacation days, which increase based on tenure. Other benefits include paid sick days, maternity/parental leave enhanced program, commuter benefits, corporate bonuses, and a 401(k)-retirement plan with company contribution matching.\nFor employees based at our New York office, we provide additional perks and amenities to enhance your work experience including a subsidized meal program, courtesy of our in-house culinary team!\nBase salary range\n$130,000—$160,000 USD\nWhat you can expect:\nAt 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.\nGlobal Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.\nWe seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.\nTo learn more about our business, culture, and community involvement, visit www.globalrelay.com.","description_format":"text","description_chars":7092,"description_truncated":false,"requirements":{"experience_years_min":9,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Security Compliance","RegTech, AML & Compliance"],"lifecycle":[{"event":"open","at":"2026-10-29T15:26:15Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"Filed H-1B visas in the last two years","filings_12m":0,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":null,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.3,"p_room":0.28,"age_days":319,"expected_fill_days":64,"reasons":["conf:3","velocity","ghost","win:tail","crowd:"],"computed_at":"2026-10-31T05:58:55Z"},"pay":{"stated_usd_annual":160000,"is_top_pay":false},"html_url":"https://alion.io/job/global-relay-account-director-2","json_url":"https://alion.io/job/global-relay-account-director-2.json","meta":{"generated_at":"2026-10-31T13:28:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20886,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58182},"rest":"https://alion.io/mcp/rest/get_company?id=58182"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fglobal-relay-account-director-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fglobal-relay-account-director-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fglobal-relay-account-director-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/global-relay-account-director-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fglobal-relay-account-director-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3465643}},{"tool":"search_jobs","arguments":{"company":"globalrelay.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3465643},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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