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Mary

Lee

Vice President, Customer Success

Global Relay

Mary is the Vice President of Customer Success at Global Relay, a compliance company that provides archiving and surveillance of electronic communications for regulated industries including tech, pharma, finance, retail, and law firms. With over 20 years of experience, Mary started her career in management consulting leading teams at PWC and IBM Consulting and led customer success and professional services organizations across various tech start ups including data visualization, route optimization/delivery, and no-code applications. Mary has three kids and graduated from Duke University with a dual major in Public Policy and Economics. She has her MBA from the Haas School of Business at UC Berkeley.

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19 August 2026 09:00 - 09:30

From retention to revenue expansion: Unlocking new revenue opportunities with CS

Mary Lee shares her journey at Global Relay, highlighting her success in doubling sales and achieving a 93% customer retention rate. She emphasizes the growing integration of sales within customer success roles, advocating for a consultative approach that prioritizes customer needs. Mary discusses the importance of hiring CSMs with sales experience and implementing training programs focused on soft skills like active listening. She also addresses the complexities of CSMs' involvement in renewals and the challenges they face with procurement departments. Ultimately, Mary underscores the need for clear boundaries between sales and customer success to foster trust and effective collaboration.