Customer Success Specialist

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. 

• 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. 

• 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 

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.