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

The Customer Success team is our customer’s trusted partner and advocate, with the goal of driving our customer’s success and establishing loyal relationships with Smarsh.  Customer Success provides business-level relationship management to drive maximum lifetime value for Smarsh.  Customer Success is actively involved customers to build relationships, promote product adoption, address issues, identify new business opportunities, negotiate contract terms, and identifying ongoing promotion of the value of Smarsh solutions. 

This includes but is not limited to processing At Risk cases, escalating client needs internally, following up on survey responses, tracking action items and follow up for addressing client inbound questions, resolving invoice questions or changes, processing downgrades, cancellations, and export requests. this also includes renewal management, identifying uplift opportunities and quarterbacking on-time signature.    For our largest customers, this includes servicing as the relationship manager, partnering across the organization to support the customer managing all commercial aspects of the relationship.  

What will you do?

• Deliver high level of responsiveness to assigned Mid-Market tier accounts
• Work with clients via Retention Cases, prevent and manage churn
• Tracks activity in SalesForce.com, and accurately logs outcomes of customer discussions
• Maintains daily/weekly meetings for assigned accounts (~36 - 100k ARR), typically a territory of approximately 35+ accounts
• Prepares and hosts Business Reviews for top assigned accounts in territory
• Consistently meet or exceeds target customer activity metrics and SLOs
• Manage assigned client contracts, invoices, billing, 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 account, partner with sales for new opportunities identified
• Effectively manage and drive closure of renewal business
• Identify At Risk Clients and determine needed remediation path
• Take ownership for resolving customer issues; Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met.
• Drive client adoption of Smarsh products and services via leading trainings or recommending for 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

What will you bring?

• 3+ years' experience with customer service, customer success or inside sales preferably for the financial industry or similar highly regulated industry
• 1+years' experience in SMB role or similar
• BA/BS 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 Sr leaders, accounting, &/or technical audiences
• Intermediate knowledge of the Smarsh or heritage Actiance Product Suite
• MS Office Suite knowledge (PPT)