Director, Customer Success, EMEA

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 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.

We 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.

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 be responsible for ensuring the Customer Success team reaches management-set goals and work cross-functionally with Global Relay teams to drive customer solutions. In this role, you will manage a team that strengthens Global Relay's relationships with enterprise and mid-market customers, drives growth, and focuses 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+, providing strategic guidance on renewal and expansion strategies to drive customer growth and retention
• Develop and execute a comprehensive customer success strategy, balancing operational execution with long-term planning to enhance process maturity and team performance
• Partner with Sales, Marketing and Customer Success leadership to develop account coverage plans and playbooks tailored for all account segments, aligning customer success and sales strategies to maximize revenue opportunities
• Ensure alignment between global initiatives and regional nuances, adapting strategies to meet local market needs while maintaining consistency in Customer Success outcomes

People & Process

• Manage the day-to-day operation of the EMEA team across London and Stockholm which includes review of portfolio account health, performing account planning, and preparing management reporting
• Mentor and develop team members, preparing them for progression and fostering a culture of continuous improvement and career advancement
• Collaborate with Customer Success leadership to define and implement standardized processes, tools, and best practices across the global Customer Success organization, ensuring consistent execution and adoption at the regional levels
• Report on and own KPIs for across the regional portfolio

Customer Engagement

• Act as a point of escalation for customers and internal stakeholders with complex problem solving, advise on complex cases, and attend client calls
• Work with executive stakeholders on both customer and internal sides; demonstrate cross-functional leadership
• Actively engage with customers throughout the relationship lifecycle, represent Customer Success at Global Relay Executive Briefings (EBs)
• Own commercial strategy for Enterprise portfolio; facilitate complex contract negotiations and renewal processes

About You:

• Minimum 8 years of experience in SaaS Customer Success and/or customer-facing roles
• Experience in complex contractual negotiations with solid understanding of customer expansion
• Strong leader and motivator with a track record of exceptional performance
• Goal-oriented self-starter demonstrating strong organization, attention to detail, creativity, resourcefulness, and leadership
• Strong ability to manage multiple cross-functional projects involving customers, processes, and systems simultaneously
• Professional business manner with the ability to establish relationships with executive stakeholders
• Outstanding communication and organizational skills with strong attention to detail
• Excellent listening and interpersonal skills
• Highly motivated and energetic, with strong analytical and problem-solving skills
• Strong work ethic with 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:

At 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.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.