Customer Success Manager - Mid Market

About the role

Smarsh is seeking a Customer Success Manager to join the growing Smarsh Customer Success Team. This role involves managing the needs of Small Business clients, resolving inbound questions, and maintaining the monthly renewal processing. The Customer Success Manager assists Small Business clients in achieving their business goals and finding the most value with their investment in Smarsh products. They serve as the customer’s trusted partner, aiming to drive customer success and establish loyal relationships with Smarsh.

Responsibilities

• Demonstrates capability to excel in MM CSM responsibilities
• Manages territory and drives ownership of a Smarsh directed project or program
• Serves as an SME for Smarsh processes and procedures, able to coach or onboard other CSMs
• Delivers high level of responsiveness to assigned Mid-Market tier accounts
• Works with clients via Retention Cases, preventing and managing churn
• Tracks activity in SalesForce.com and accurately logs outcomes of customer discussions
• Maintains daily/weekly meetings for assigned accounts (~40-100k ARR), typically a territory of approximately 120 accounts
• Prepares and hosts Business Reviews for top assigned accounts in territory
• Consistently meets or exceeds target customer activity metrics and SLOs
• Manages assigned client contracts, invoices, billing, SLA reporting requirements
• Processes contract changes including add-on services, downgrades, cancellations
• Create accurate quotes and obtain purchase orders for Smarsh services (exports, imports, 1x training fees)
• Identifies additional add-on services to grow account, partner with sales for new opportunities identified
• Effectively manages and drives closure of renewal business
• Identifies At Risk Clients and determines needed remediation path
• Takes ownership for resolving customer issues; partners with other internal teams to ensure client’s needs and resolution with escalated issues are being met
• Drives client adoption of Smarsh products and services via leading trainings or recommending for Professional Services custom trainings; provides valuable insights and best practices to customers based on their deployment
• Works as part of a collaborative team and provides feedback for improvement to internal stakeholders

Requirements

• 3+ years' experience with customer service, customer success or inside sales, preferably for the financial industry or similar highly regulated industry - or - 1.5+ years' experience in MM role or similar
• Bachelor's degree or 4+ years' experience in customer success in lieu of a degree
• Completion of Customer Success outside learning
• Effective oral and written communication skills
• Strong organizational skills
• Detail oriented
• 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
• Intermediate knowledge of the Smarsh or heritage Actiance Product Suite
• MS Office Suite knowledge (PPT)

Qualifications

• Intermediate knowledge of the Smarsh or heritage Actiance Product Suite
• MS Office Suite knowledge (PPT)

Skills

• Intermediate knowledge of the Smarsh or heritage Actiance Product Suite
• MS Office Suite knowledge (PPT)

Benefits

Not specified

Pay

$70,000 - $75,000 per year

Schedule

Not specified