Strategic Customer Success Manager

5 Months ago • 10 Years + • Account Management

Job Summary

Job Description

Smarsh is seeking a Strategic Customer Success Manager to join our Enterprise Customer Success organization. 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. **Responsibilities:** * 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. * 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.
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.
  • 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.
Good to have:
  • Understanding of Banks, Broker Dealers, Hedge Funds, Private Equity, FinTech, VC funds and their respective technology needs
  • Intellectual Curiosity and technical acumen
  • Knowledge of working in tools like Salesforce, Gainsight and Jira
Perks:
  • Competitive salary and benefits package
  • Opportunity to work with a leading technology company in a rapidly growing market
  • Collaborative and supportive work environment

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. 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.
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.

Similar Jobs

PlayStation Global - Senior DevOps Information System Engineer

PlayStation Global

Aliso Viejo, California, United States (On-Site)
1 Month ago
Glowmade - Senior Producer

Glowmade

Guildford, England, United Kingdom (On-Site)
6 Days ago
Mythical Games - Product Manager - Mobile Social App

Mythical Games

United States (Remote)
1 Month ago
PwC - Manager-Data Engineer|Pune

PwC

Pune, Maharashtra, India (On-Site)
6 Months ago
Escape Velocity Entertainment - Certification QA Lead

Escape Velocity Entertainment

(Remote)
5 Days ago
On Location - Account Manager, Arizona State University Athletics

On Location

Arizona, United States (On-Site)
2 Weeks ago
IGN - Senior Staff Accountant

IGN

London, England, United Kingdom (Remote)
1 Week ago
NetEase Games - International Tax Manager

NetEase Games

(On-Site)
6 Days ago
Evolution - Revenue Accountant

Evolution

St. Julian's, Malta (On-Site)
5 Months ago
Canva - Revenue Accounting Manager, Online Sales

Canva

Los Angeles, California, United States (Remote)
2 Weeks ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Every matrix - Mid-Level QA Engineer (Automation & Manual)

Every matrix

Yerevan, Yerevan, Armenia (On-Site)
2 Weeks ago
Wargaming - Tactical Sourcing Supervisor

Wargaming

Belgrade, Serbia (Hybrid)
1 Month ago
PwC - Senior Associate_Automation QA_Data & Analytics_Advisory_PAN India

PwC

Kolkata, West Bengal, India (On-Site)
6 Months ago
TransPerfect - Localization Games Tester - Asia (freelance, remote)

TransPerfect

Tokyo, Japan (Remote)
8 Months ago
Epic Games - Senior Technical Producer

Epic Games

Montreal, Quebec, Canada (On-Site)
1 Week ago
Onward Search - Digital Media Campaign Manager

Onward Search

Hoboken, New Jersey, United States (Hybrid)
1 Week ago
Aristocrat Gaming - Product Owner

Aristocrat Gaming

Ohrid, Municipality Of Ohrid, North Macedonia (On-Site)
3 Days ago
Fluence - Controls Software Engineer-II(m/f/d)

Fluence

Erlangen, Bavaria, Germany (Hybrid)
5 Months ago
PwC - Senior .NET Developer

PwC

Athens, Greece (Remote)
2 Months ago
PlayStation Global - Lighting Lead

PlayStation Global

United States (Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in London, England, United Kingdom

Assystems - Senior Mechanical Engineer

Assystems

Blackburn, England, United Kingdom (Remote)
5 Months ago
Build A Rocket Boy - Senior Level Designer (UGC)

Build A Rocket Boy

Edinburgh, Scotland, United Kingdom (On-Site)
2 Months ago
Rockstar Games - Senior DevOps Engineer

Rockstar Games

Edinburgh, Scotland, United Kingdom (On-Site)
6 Months ago
Radical Forge - Backend Engineer

Radical Forge

Middlesbrough, England, United Kingdom (Remote)
1 Month ago
Tesla - Customer Experience Specialist, Vehicle Handover

Tesla

England, United Kingdom (On-Site)
1 Month ago
Fandom - Senior Product Manager

Fandom

Rugeley, England, United Kingdom (Remote)
1 Week ago
Framestore - Previs Artist - Film & Episodic

Framestore

England, United Kingdom (Hybrid)
2 Months ago
Tesla - Mobile Service Technician / Mobile Automotive Mechanic

Tesla

Wolverhampton, England, United Kingdom (Hybrid)
1 Month ago
Maverick Games - Technical Animator

Maverick Games

Warwick, England, United Kingdom (Hybrid)
6 Days ago
Behaviour Interactive - Principal Generalist Programmer - Dead by Daylight | Programmeur·se Généraliste Principal·e - Dead by Daylight

Behaviour Interactive

Middlesbrough, England, United Kingdom (Hybrid)
4 Months ago

Get notifed when new similar jobs are uploaded

Account Management Jobs

Barracuda Networks  Inc  - Associate Account Executive

Barracuda Networks Inc

Mumbai, Maharashtra, India (On-Site)
1 Month ago
Scopely - Platform Account Engineer

Scopely

Mexico City, Mexico City, Mexico (Hybrid)
3 Weeks ago
SuperPlay - VIP Account Manager

SuperPlay

Tel Aviv District, Israel (On-Site)
1 Month ago
Trend Micro - Enterprise Account Manager

Trend Micro

Amsterdam, North Holland, Netherlands (On-Site)
6 Months ago
Paytm - Paytm - Key Account Manager - Bangalore

Paytm

Bengaluru, Karnataka, India (On-Site)
5 Months ago
Playtech - Junior Customer Success Manager

Playtech

Riga, Latvia (On-Site)
1 Week ago
Tencent - Senior Strategic Sales Executive

Tencent

California, United States (On-Site)
1 Month ago
Evolution - Key Account Manager

Evolution

Buenos Aires, Buenos Aires, Argentina (On-Site)
8 Months ago
PwC - Manager to Risk Assurance (Broader Assurance Services)

PwC

Almaty, Almaty Region, Kazakhstan (On-Site)
5 Months ago
Penumbra - Senior Accountant (m/f/d)

Penumbra

Berlin, Berlin, Germany (Hybrid)
5 Months ago

Get notifed when new similar jobs are uploaded

About The Company

United States (On-Site)

England, United Kingdom (On-Site)

New York, New York, United States (Hybrid)

Atlanta, Georgia, United States (Hybrid)

Portland, Oregon, United States (Hybrid)

Pleasanton, California, United States (Hybrid)

India (Hybrid)

View All Jobs

Get notified when new jobs are added by Smarsh

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug