Strategic Customer Success Manager

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines.  Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary

Smarsh is seeking a Strategic Senior Customer Success Manager to join our Enterprise Customer Success organization. As part of the organization, you will be delivering customer outcomes to our top enterprise accounts and working with Fortune 500 caliber clients across the world. This includes end-to-end customer life cycle managing customer adoption and growth, health, governance, and retention in partnership with your Account Executives. You are customer’s consultant and trusted partner who can navigate complex business objectives and develop them into Smarsh champions. 

• Create value for the customer by knowing, tracking, and managing customer’s business objectives tied to Smarsh solutions.
• Know your accounts and their organization structure. Establish, maintain and grow senior executive relationships for your accounts.
• Partner with Account Executive to develop long-term strategic account plan and lead substantial portions of the strategic account plan.
• Drive and track customer adoption of Smarsh products and services.
• Proactively identify strategic growth opportunities while providing value with what the customer has today. 
• Measure and report on customer health.
• Identify appropriate steps or resources and lead effort to improve customer health.
• Proactively identify At Risk Clients and define escalation and remediation plans. This includes any cross-departmental collaboration as needed.
• Establish and oversee a comprehensive customer governance structure with clear processes, cadence, and communication channels including Executive Business Reviews.
• Take ownership for resolving customer issues; Partner with other internal teams to ensure escalated issues are being resolved in a timely manner.
• Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts.
• Negotiate complex renewal terms.
• Adhere to defined CSM processes, metrics, and tools.
• Track activities in CRM tools and accurately log outcomes of customer discussions.
• Consistently meet or exceed target customer activity metrics and SLO’s.
• Identify best practices and coach throughout Customer success team.
• Work as part of a collaborative team and provide feedback for improvement to internal stakeholders.
• Other duties as assigned.

• 10+ years’ experience in a customer-facing role in B2B and/or SaaS environments.
• BA/BS degree in business/technology or comparable experience and 5+ years’ experience in Customer Success.
• Understanding of and familiarity with Banks, Broker Dealers, Hedge Funds, Private Equity, FinTech, VC funds and their respective technology needs is a big advantage.
• Executive level communication and presentation skills.
• Intellectual curiosity and technical acumen.
• Skilled at matrix management and using leadership skills to achieve goals.
• Demonstrated mastery of organizational skills. 
• Confident in juggling multiple tasks.
• Ability to quickly understand questions and problem solving.
• Proven results in driving customer health and satisfaction resulting in loyalty and advocacy.
• Experience working in tools like Salesforce, Gainsight and Jira.

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.