Future Opportunity - Enterprise Customer Success Manager
Job Summary
Job Description
The Strategic Customer Success Manager will be responsible for delivering customer outcomes to Smarsh's top enterprise accounts. This involves managing the end-to-end customer lifecycle, including adoption, growth, health, governance, and retention, in collaboration with Account Executives. They will act as a consultant and trusted partner, navigating complex business objectives and developing customers into Smarsh champions. The role requires establishing and maintaining strong relationships with senior executives, driving customer adoption, identifying growth opportunities, measuring customer health, and resolving customer issues, all while adhering to defined CSM processes and metrics.
Must have:
- 10+ years’ experience in a customer-facing role.
- BA/BS degree in business/technology or comparable experience and 5+ years’ experience in customer success.
- Extremely strong oral and written communication skills.
- Skilled at matrix management and using leadership skills to achieve goals.
- Demonstrated mastery of organization skills.
Good to have:
- Understanding of Banks, Broker Dealers, Hedge Funds, Private Equity, FinTech, VC funds and their respective technology needs is a big advantage.
- Intellectual Curiosity and technical acumen.
- Knowledge of working in tools like Salesforce, Gainsight and Jira.
7 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 Strategic Customer Success Manager to join our Enterprise Customer Success organization in the near future. As part of the organization, you will be delivering customer outcomes to our top enterprise accounts and working with Fortune 500 caliber clients across the world. This includes end-to-end customer life cycle managing customer adoption and growth, health, governance, and retention in partnership with your Account Executives. You are customer’s consultant and trusted partner who can navigate complex business objectives and develop them into Smarsh champions.
How will you contribute?
- Create value for the customer by knowing, tracking, and managing customer’s business objectives tied to Smarsh solutions.
- Know your accounts and their organization structure. Establish, maintain and grow senior executive relationships for your accounts.
- Partner with Account Executive to develop long-term strategic account plan and lead substantial portions of the strategic account plan.
- Drive and track customer adoption of Smarsh products and services.
- Proactively identifying strategic growth opportunities while providing value with what the customer has today.
- Measure and report on customer health.
- Identify appropriate steps or resources and lead effort to improve customer health.
- Proactively identify At Risk Clients and define escalation and remediation plans. This includes any cross-departmental collaboration as needed.
- Establish and oversee a comprehensive customer governance structure with clear processes, cadence, and communication channels including Executive Business Reviews.
- Take ownership for resolving customer issues; Partner with other internal teams to ensure escalated issues are being resolved in a timely manner.
- Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts.
- Negotiate complex renewal terms.
- Adhere to defined CSM processes, metrics, and tools.
- Track activities in CRM tools and accurately log outcomes of customer discussions.
- Consistently meet or exceed target customer activity metrics and SLO’s.
- Identify best practices and coach throughout Customer success team.
- Work as part of a collaborative team and provide feedback for improvement to internal stakeholders.
- Other duties as assigned.
What will you bring?
- 10+ years’ experience in a customer-facing role, preferably in B2B and/or SaaS environments.
- BA/BS degree in business/technology or comparable experience and 5+ years’ experience in customer success.
- Understanding of Banks, Broker Dealers, Hedge Funds, Private Equity, FinTech, VC funds and their respective technology needs is a big advantage.
- Extremely strong oral and written communication skills.
- Intellectual Curiosity and technical acumen.
- Skilled at matrix management and using leadership skills to achieve goals.
- Demonstrated mastery of organization skills.
- Confident in juggling multiple tasks.
- Ability to quickly understand questions and problem solving.
- Proven results in driving customer health and satisfaction resulting in loyalty and advocacy.
- Knowledge of working in tools like Salesforce, Gainsight and Jira.
$160,000 - $180,000 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.
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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