Customer Success Manager, Corp 3

About the role

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6,500 organizations in regulated industries relies 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.

The Customer Success team serves as the customer’s trusted partner and advocate, driving customer success and building loyal relationships with Smarsh. The team provides business-level relationship management to maximize lifetime value, working closely with customers to build relationships, promote product adoption, address issues, identify new business opportunities, negotiate contract terms, and reinforce the ongoing value of Smarsh solutions. Responsibilities include processing at-risk cases, escalating client needs internally, following up on survey responses, tracking action items, resolving invoice questions, processing downgrades, cancellations, and export requests, managing renewals, identifying uplift opportunities, and quarterbacking on-time contract signatures. For our largest customers, this role includes serving as the primary relationship manager, partnering across the organization to support the customer and manage all commercial aspects of the relationship.

Responsibilities

• Deliver a high level of responsiveness to assigned mid-market tier accounts
• Work with clients via retention cases and prevent and manage churn
• Track activity in Salesforce.com and accurately log outcomes of customer discussions
• Maintain daily/weekly meetings for assigned accounts (~100k–1mil ARR), typically a territory of approximately 35+ accounts
• Prepare and host business reviews for top assigned accounts in territory
• Consistently meet or exceed target customer activity metrics and SLOs
• Manage assigned client contracts, invoices, billing, and SLA reporting requirements
• Process contract changes including add-on services, downgrades, cancellations
• Create accurate quotes and obtain purchase orders for Smarsh services (exports, imports, 1x training fees)
• Identify additional add-on services to grow accounts and partner with sales on new opportunities
• Effectively manage and drive closure of renewal business
• Identify at-risk clients and determine needed remediation paths
• Take ownership for resolving customer issues; partner with other internal teams to ensure client needs and resolution of escalated issues are met
• Drive client adoption of Smarsh products and services via leading trainings or recommending professional services custom trainings; provide valuable insights and best practices to customers based on their deployment
• Work as part of a collaborative team and provide feedback for improvement to internal stakeholders

Requirements

• 3+ years of experience in customer service, customer success, or inside sales, preferably for the financial industry or a similar highly regulated industry
• 1+ years of experience in an SMB role or similar
• BA/BS degree or 4+ years of experience in customer success in lieu of a degree
• Completion of Customer Success outside learning
• Effective oral and written communication skills
• Strong organizational skills and detail orientation
• Proficiency at juggling multiple tasks
• Ability to quickly understand questions and problem solve
• Proven results in driving customer health and satisfaction resulting in loyalty and advocacy
• Ability to deliver presentations to senior leaders, accounting, and/or technical audiences
• MS Office Suite knowledge (PowerPoint)

Pay

$80,000 – $100,000 a year. The above salary range represents Smarsh’s good faith and reasonable estimate of the range of possible base compensation at the time of posting. Any applicable bonus programs will be discussed during the recruiting process. The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty, and training.

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.