Senior Manager, Customer Success

Your role
As Senior Manager, Customer Success, you will lead and develop a team responsible for strategic and enterprise customer relationships at Global Relay, a leader in the FinTech and RegTech space. Reporting to the Director of Customer Success based in the UK, you will turn the wider Customer Success strategy into clear plans and consistent execution for the New York team.

This is a hands-on player-coach role. Alongside managing the team, you will retain direct ownership of a selected portfolio of complex or high-value customers. You will help customers realize value from Global Relay's solutions, drive adoption and retention, identify growth opportunities and lead the response to customer risk or escalation. You will work closely with Sales, Product, Implementation, Support and other internal teams while building trusted relationships with senior customer stakeholders.

You will act as a customer champion and change leader, bringing sound judgement, clear communication and a collaborative approach to our flagship office in Midtown Manhattan.

Your responsibilities
Lead, coach and develop a high-performing team of Customer Success Managers (9), setting clear objectives and creating accountability for customer and business outcomes.
Translate the Customer Success strategy set by the Director into team priorities, operating rhythms and practical engagement plans for strategic and enterprise customers.
Own a selected portfolio of complex or high-value accounts and remain actively engaged throughout the customer lifecycle, from implementation and adoption through renewal and expansion.
Build and maintain success plans that connect customer objectives with measurable value, product adoption and agreed milestones.
Establish trusted relationships with senior and executive stakeholders on both the customer and internal sides.
Monitor customer health, adoption, risk and renewal readiness; maintain accurate forecasts and lead recovery plans where engagement or retention is at risk.
Act as a senior escalation point for customers and internal stakeholders, coordinating complex problem solving and joining client discussions when needed.
Partner with Sales and commercial stakeholders on renewal and expansion opportunities, and support complex contract negotiations while maintaining a strong focus on customer value.
Work cross-functionally with Product, Implementation, Support and other teams to resolve issues, improve service and prioritise customer feedback and feature requirements.
Use customer and operational data to report on performance, identify trends and recommend improvements to the Director of Customer Success.
Develop and embed consistent Customer Success practices, including account planning, business reviews, risk management and executive engagement.
Support recruitment, onboarding and workforce planning for the team as required.

Measures of success
Gross retention and renewal performance across the team's portfolio.
Net retention and contribution to appropriate expansion opportunities.
Product adoption, customer health and measurable value realization.
Accuracy and timeliness of renewal, risk and escalation forecasting.
Customer satisfaction, executive engagement and quality of business reviews.
Team performance, capability growth and consistent use of Customer Success processes.

About you
At least 7 years of experience in SaaS Customer Success, strategic account management, implementation or another relevant customer-facing role, including responsibility for enterprise customers.
At least 3 years of people-management experience, ideally in a player-coach environment supporting a team of experienced Customer Success professionals.
A strong record of improving customer adoption, retention and account growth in a complex enterprise environment.
Experience managing customer risk, senior escalations, renewals and complex commercial conversations.
Confidence building relationships with executive stakeholders and influencing across functions without relying on formal authority.
Strong analytical skills and the ability to use customer data, health indicators and forecasts to prioritise action and communicate clearly.
Excellent communication, listening and organisational skills, with the judgement to balance competing customer and business priorities.
A proactive and resilient leadership style, with the ability to coach others and operate effectively in a fast-paced, evolving environment.
Experience working with CRM or Customer Success platforms and maintaining accurate, useful customer records.
Additional experience that would be valuable
Experience in FinTech, RegTech, compliance, financial services or another highly regulated industry.
Experience supporting complex SaaS implementations, data-led or AI-enabled products, or enterprise communication technology.
Experience working across regions or reporting into a leader based in another market.
Management consulting or business transformation experience.