Strategic Customer Success Manager, Enterprise at Smarsh

Atlanta, Georgia, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Compliance, Regulated Industries, Financial ServicesIndustries

Requirements

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

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. 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

Skills

Customer Success

Account Management

Executive Relationships

Strategic Planning

Product Adoption

Customer Health

Risk Identification

Retention Strategies

Growth Opportunities

Enterprise Accounts

Smarsh

Archiving and compliance solutions provider

About Smarsh

Smarsh provides archiving and compliance solutions specifically designed for financial services, government agencies, and other regulated industries. Their main product is a cloud-based archive that allows organizations to securely store, search, and manage their communications data, including emails, text messages, and social media interactions. This system helps businesses meet complex security, data privacy, and regulatory requirements. Smarsh differentiates itself from competitors by offering a scalable Software-as-a-Service (SaaS) model that caters to both large enterprises and smaller organizations, ensuring that clients can adapt to evolving regulations. Their goal is to help organizations efficiently manage their communication data, identify risks, and maintain compliance, particularly through tools like Connected Capture for Microsoft Teams, which supports remote workforces.

Portland, OregonHeadquarters

2001Year Founded

$42.4MTotal Funding

BUYOUTCompany Stage

Enterprise Software, Cybersecurity, Financial ServicesIndustries

1,001-5,000Employees