Customer Success Specialist
Job Summary
Job Description
Smarsh is looking for a Customer Success Specialist to join their growing team. This role involves managing small business clients, answering their questions, and handling annual renewals. The specialist will act as a trusted partner, helping clients achieve their business goals and maximize value from Smarsh products, fostering customer loyalty and success. Key responsibilities include high responsiveness to accounts, conducting renewal and customer success meetings, managing retention cases to prevent churn, tracking activities in Salesforce, and meeting activity metrics. The role also includes managing client contracts, invoices, billing, and SLA reporting, processing contract changes, creating quotes, and identifying opportunities for add-on services. Additionally, the specialist will proactively identify at-risk clients, resolve customer issues by collaborating with internal teams, drive product adoption through trainings and recommendations, and prepare business reviews for key accounts.
Must have:
- 1+ years of customer-facing experience (B2B/SaaS)
- BA/BS degree or 4+ years experience
- MS Office Suite knowledge
- Effective communication skills
- Strong organizational skills
- Detail-oriented
- Ability to juggle multiple tasks
- Quick problem-solving ability
- Proven customer satisfaction results
- Presentation skills
Good to have:
- Experience in customer success
- B2B and/or SaaS environments
Perks:
- Lifelong learning opportunities
- Innovation with purpose, humility, and humor
- Collaborative team environment
- Work with popular communication platforms and cloud infrastructure
- Utilize AI/ML technology
- Global organization valuing diversity
- Opportunities to be authentic
- Comparably.com Best Places to Work Awards
5 skills required
Job Details
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 Customer Success Specialist to be part of the growing Smarsh Customer Success Team. In this role you will be responsible for managing the needs of Small Business clients, resolving inbound questions, and maintaining the annual renewal processing.
Ultimately, you will assist Small Business clients in achieving their business goals and finding the most value with their investment in Smarsh products. You are the customer’s trusted partner, with the goal of driving our customer’s success and establishing loyal relationships with Smarsh.
How will you contribute?
- Deliver high level of responsiveness to assigned accounts
- Host meetings for assigned accounts to engage in renewal discussions, customer success issues, and/or at-risk remediation
- Work with clients via retention cases, prevent and manage churn
- Track activities inSalesForce.com, and accurately logs outcomes of customer discussions
- Consistently meet or exceeds target customer activity metrics and SLO’s
- Manage assigned client contracts, invoices, billing, SLA reporting requirements
- Process contract changes including add-on services, downgrades, and cancellations
- Create accurate quotes and obtain purchase orders for Smarsh services (exports, imports, and 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 recommendations 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
- Prepares and hosts Business Reviews for top assigned accounts
- Other duties as assigned.
What will you bring?
- 1+ years' experience in a customer-facing role, preferably in B2B and/or SaaS environments
- BA/BS degree or 4+ years' experience in customer success in lieu of degree
- MS Office Suite knowledge
- 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
$25 - $33 an hour
The above 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.
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