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Account Director, Customer Success, EMEA

United Kingdom

Who we are:

For 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.

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.

Global Relay is unable to offer visa sponsorship for this position. Candidates must have the right to work in the UK at the time of application.

 

Your role:

As 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.

The 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.

Your responsibilities:

Account Strategy & Relationship Building

  • Own 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.
  • Build 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
  • Serve as the primary escalation point for customer challenges, ensuring cross-functional collaboration with Product, Enterprise Services, Sales, and Executive Leadership
  • Lead in-person Executive Briefings (EBs) and Executive Business Reviews (EBRs) to align strategic objectives and stakeholders
  • Proactively 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

Revenue Retention & Growth

  • Negotiate 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.
  • Identify and drive cross-sell/up-sell opportunities in partnership with Sales across lines of business, aligning with the customer needs and our strategic offerings
  • Drive proactive engagement to address churn risks, improve satisfaction, and reinforce the value of Global Relay solutions through regular business reviews and stakeholder feedback

Internal Advocacy & Cross-Functional Collaboration

  • Partner with Product Leadership to ensure customer feedback and strategic needs inform product innovation and roadmap prioritization
  • Collaborate with Sales and Marketing to co-create customer success stories, case studies, and thought leadership that reinforce our value proposition
  • Represent the customer’s interests internally at the highest levels, influencing product, go-to-market, and operational strategies to align with customer needs
  • Monitoring project progress by tracking activity; resolving problems; recommending actions

About you:

  • 6+ years of experience in enterprise SaaS, with a proven track record in customer success, account management, or enterprise sales
  • Demonstrated 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
  • Strong ability to build trust and influence with senior stakeholders, aligning customer strategy with business outcomes and positioning yourself as a strategic partner.
  • Proven ability to define and execute multi-year success plans that drive customer satisfaction, retention, and growth
  • Ability to lead cross-functional teams and influence outcomes without formal authority
  • Comfortable working on multiple accounts and projects simultaneously, balancing strategic planning with day-to-day execution
  • Experience using SalesForce or other CRM system is highly desirable
  • Ideally relevant compliance & regulations industry experience 

 

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.

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Note: there is an expected minimum of 3 days p/week of working in office (potentially more, depending on the role). This is not a fully remote work opportunity.

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Upon submission of your application, the personal data contained in your application will be collected by Global Relay Communications Inc. (“Global Relay” or “Controller”), whose headquarters are located at 220 Cambie Street, 2nd Floor, Vancouver, BC, Canada, V6B 2M9. Global Relay can be contacted at (604) 484-6630. Global Relay’s data protection officer is Laurence Lafond, who can be contacted at privacy@globalrelay.net.
Your personal data will be processed for the purposes of managing Global Relay’s recruitment related activities. This includes organizing and conducting interviews, assessing your suitability for the role, organizing and conducting tests (as applicable) and evaluating the results of such tests, and other processing activities that Global Relay deems necessary in the recruitment and hiring process. This processing is permitted under Article 6(1)(f) of Regulation (EU) 2016/679 (GDPR) and Article 6(1)(f) of UK General Data Protection Regulation for the purpose of Global Relay’s legitimate interests, which include growing the business and recruiting and hiring personnel best suited for roles at Global Relay. Further information on our legitimate interests may be available upon request. If you are applying for a role in the UK and Global Relay processes personal data relating to criminal offences or convictions under Article 10 of GDPR and UK GDPR, Global Relay will do so on the condition of “consent” as permitted under Section 29 of Schedule 1 of the Data Protection Act, 2018 (c.12). Global Relay may utilize automated decision and profiling tools, such as Predictive Index, to assist in determining whether a candidate is suitable for a particular role. Failure by an applicant to provide personal data required by Global Relay for the recruitment and hiring process may result in the applicant being removed from consideration for the role.
Global Relay is headquartered in Canada. Accordingly, upon submission, your personal data will be transferred to Canada, which is considered by the European Commission to provide adequate protection for the collection of personal data from EU data subjects. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf, and may be shared with other third party service providers to the extent necessary for the assessment of candidates, to conduct tests for applicants or perform other due diligence necessary in the recruitment process (including, for example, credit checks or criminal offence checks). Where personal data is transferred to counties that are not considered to provide adequate protection by the European Commission (e.g. the United States), the transfer of your personal data to third parties in those countries will be transferred under additional safeguards permitted under GDPR, such as Standard Contractual Clauses.
If you are rejected from a role your personal data will be retained by Global Relay, by default, for 365 days from the completion of your submission for a particular role. Under the GDPR, you have the right to data portability, to request access to your personal data, to request that your personal data be rectified or erased, to request that processing of your personal data be restricted, and the right to object to processing. You also have the right lodge a complaint with an EU supervisory authority. To the extent that you have questions or concerns about your personal data, please reach out to privacy@globalrelay.net.

UK Diversity & Equality Survey

STRICTLY CONFIDENTIAL

Global Relay is committed to promoting equality, diversity and inclusion. To help ensure our processes are fair and accessible to everyone, we ask applicant to complete this voluntary monitoring form.

Global Relay’s policy is to ensure that no job applicant or employee receives less favourable treatment or is discriminated against under the Equality Act 2010. The protected characteristics under this act are (in no particular order): age, disability, gender reassignment, marriage and civil partnership, pregnancy or maternity, race, religion or belief, sex and sexual orientation.

Completing this form is voluntary. The information provided will be kept confidential. The information is going to be used to help us understand the diversity of our organisation.

None of the information you provide will be linked to your application.

Protecting your Data

Any information provided will be used only to help us monitor equality and diversity. It will be treated confidentially and reported in an anonymous, statistical format.

For more information about how we handle personal data and your rights, please refer to our Privacy Statement available on our website. 

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