{"id":3189060,"url":"https://alion.io/job/global-relay-customer-success-manager-3","title":"Customer Success Manager","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":29,"ghost_share":0.483,"stale_share":0,"repost_share":0.034,"time_to_fill_p50_days":41,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vancouver, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":82000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":43},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"closed","first_seen_at":"2026-10-23T22:37:54Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-29T20:13:13Z","board_verified":false,"closed_at":"2026-10-29T20:13:13Z","days_open":5,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":5},"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 a Customer Success Manager (CSM) at Global Relay, you will be the primary point of contact and a trusted advisor to a portfolio of customers across our SMB and Mid-Market segment. You will drive value realization, adoption, and growth by building strong relationships, understanding business objectives, and aligning our solutions to customer needs. You will manage and expand customer engagement across multiple departments, lead renewal and expansion conversations, and mitigate churn risk. You will also collaborate with internal teams to ensure satisfaction throughout the customer lifecycle.\nThis role is ideal for individuals who are passionate about customer advocacy, enjoy working cross-functionally, and thrive in a fast-paced SaaS environment.\nYour responsibilities:\nAct as the primary point of contact for your customer portfolio, building trusted relationships across both operational and executive stakeholders\nOwn renewal strategy and drive gross revenue retention, upsell, cross-sell, and multi-year commitments\nIdentify and execute on expansion opportunities through data analysis, usage trends, and business objectives\nServe as the primary escalation point for customer issues, coordinating with Support, Product, and Client Services to resolve challenges\nBuild and execute account plans that balance growth and risk mitigation\nUnderstand customer objectives, align Global Relay solutions, and proactively deliver insights, benchmarking, and best practices\nCreate customer champions and advocate for customer needs internally\nConduct regular Executive Business Reviews (EBRs) with accounts, using data-driven insights to reinforce value and secure renewal commitments\nParticipate in strategic customer programs, feedback sessions, training initiatives, and industry events\nEnhance customers’ target operating models and optimize to improve satisfaction and usage\nMaintain accurate and up-to-date information in Salesforce CRM\nAbout you:\n3+ years of experience in Customer Success, Account Management, or Strategic Client Services - preferably in SaaS, financial services, compliance, or a regulated industry\nProven ability to manage a portfolio of mid-sized accounts with varying degrees of complexity\nStrategic thinker with the ability to communicate clearly and influence across all levels, including executives\nComfortable analyzing customer data to uncover insights, drive adoption, and identify risks or opportunities\nExcellent project management, communication, and presentation skills\nExperience with Salesforce or a similar CRM platform\nResourceful, proactive, and collaborative with a strong customer-first mindset\nBachelor's degree required; Master’s degree is a plus\nNice to Have:\nExperience working with mid-market customers in a compliance-driven SaaS environment\nPrior involvement in creating or scaling customer success playbooks or enablement initiatives\nExperience with customer lifecycle programs, customer journey mapping, or voice-of-customer programs\nCompensation:\n\nGlobal 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. \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 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. \nFor Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!\nBritish Columbia - Base salary range\n$55,000—$75,000 CAD\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":5896,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Security Compliance","RegTech, AML & Compliance"],"lifecycle":[{"event":"open","at":"2026-10-24T01:02:17Z"},{"event":"close","at":"2026-10-29T20:13:13Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/global-relay-customer-success-manager-3","json_url":"https://alion.io/job/global-relay-customer-success-manager-3.json","meta":{"generated_at":"2026-10-30T11:48:20Z","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":16947,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"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-customer-success-manager-3"},{"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-customer-success-manager-3"},{"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-customer-success-manager-3"},{"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-customer-success-manager-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fglobal-relay-customer-success-manager-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3189060}},{"tool":"search_jobs","arguments":{"company":"globalrelay.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3189060},"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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