Sr. Customer Success Manager, Public Sector

Summary

Smarsh is seeking a Sr. Customer Success Manager to join our Public Sector Customer Success organization. This role involves managing a portfolio of public sector accounts, ensuring adoption and growth, maintaining account health, governance, and retention, while collaborating with Account Executives.

How will you contribute?

• Manage client communications and expectations with professionalism and responsiveness
• Consistently and accurately track and log customer communication in a client relationship management platform
• Prepare and host Business Reviews for top assigned accounts in book of business
• Effectively manage and drive closure of renewals
• Identify at-risk clients and determine the needed remediation path to minimize churn
• Take ownership of resolving customer issues, partnering with internal teams to escalate and resolve client requests in a timely manner
• Quickly analyze and identify the root cause of billing discrepancies
• Consistently meet or exceed time to resolution targets
• Possess strong organizational skills with the ability to manage multiple priorities and competing demands
• Partner with Sales and Product to identify growth opportunities
• Process contract changes including add-on services, downgrades, cancellations
• Provide valuable insights and best practices to customers based on their deployment
• Work as part of a collaborative team to act as the voice of the customer to internal stakeholders
• Partner with Sales and Product to identify growth opportunities
• Work as part of a collaborative team to act as the voice of the customer to internal stakeholders
• Partner with Sales and Product to identify growth opportunities
• Work as part of a collaborative team to act as the voice of the customer to internal stakeholders

What will you bring?

• 3+ years' experience with customer success, preferably supporting public sector or similarly regulated organizations
• A track record of building trusted, long-term relationships with customers
• Proven results driving customer health and satisfaction
• Ability to navigate multi-stakeholder organizations and earn credibility at every level, from IT administrators to agency directors
• Effective oral and written communication skills, including the ability to deliver presentations to senior agency leaders and technical audiences
• Working familiarity with government procurement processes and budget cycles (preferred)
• Strong organizational skills with the ability to manage multiple priorities and competing demands
• BA/BS degree or 4+ years of equivalent experience in customer success in lieu of a degree
• MS Office Suite proficiency

Pay

$92,000 - $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.

Local cost of living assessments are done for each new hire at the time of offer.

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.