Who we are: For over 20 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.

Though we offer competitive compensation and benefits, Global Relay is a career-building company that values big ideas, new challenges, and groundbreaking innovation. We foster a diverse, inclusive environment where employees collaborate and learn from each other.

Your Role

As Director, Customer Success, you will manage a regional team, owning all segments of Global Relay’s EMEA customer base from SMB to Enterprise. Reporting to the Global Head of Customer Success, you will lead, build, and train a team of Customer Success Managers in a high-growth enterprise environment. You will ensure the team reaches management-set goals and work cross-functionally with Global Relay teams to drive customer solutions. You will strengthen relationships with enterprise and mid-market customers, drive growth, and focus on proactive customer engagement strategies. You will serve as a customer champion and change leader, demonstrating excellent communication skills while fostering a collaborative spirit at our flagship office in central London.

Your Job

• Team Leadership & Strategy: Lead, manage, and scale a team of 8+; provide strategic guidance on renewal and expansion to drive growth and retention.
• Develop and execute a comprehensive customer success strategy to enhance process maturity and team performance.
• Collaborate with Sales, Marketing and CS leadership to develop account coverage plans and playbooks for all segments, aligning CS and sales strategies to maximize revenue.
• Align global initiatives with regional needs while maintaining consistent CS outcomes.
• People & Process: Manage day-to-day operation of the EMEA team across London and Stockholm, including portfolio health reviews, account planning, and management reporting.
• Mentor and develop team members, promoting continuous improvement and career advancement.
• Standardize processes, tools, and best practices across global CS; ensure regional adoption and execution.
• Own KPIs for the regional portfolio and report on progress.
• Customer Engagement: Act as a point of escalation, solve complex problems, and participate in client calls; engage with executive stakeholders on both sides; represent CS at Global Relay Executive Briefings; own commercial strategy for Enterprise portfolio and lead complex contract negotiations and renewals.

About You

• Minimum 8 years of experience in SaaS Customer Success or customer-facing roles
• Experience in complex contractual negotiations and understanding of customer expansion
• Strong leader with a track record of high performance
• Goal-oriented, organized, detail-focused, creative, resourceful, and capable of leading
• Ability to manage multiple cross-functional projects with customers, processes, and systems
• Professional with the ability to engage executive stakeholders
• Excellent communication and organizational skills
• Strong listening and interpersonal skills; highly motivated with analytical and problem-solving abilities
• Ability to multi-task and prioritize in a fast-paced environment
• Compliance/finance industry knowledge or management consulting experience a plus

What you can expect

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion. We seek to tailor reasonable adjustments and accommodations to meet individual needs. For more about our business, culture, and community involvement, visit www.globalrelay.com.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

Industries: Technology, Information and Internet