How will you contribute?

• Understand Enterprise customer tiers and define product adoption goals for customer success managers to deliver.
• Define playbook for customer with low product adoption.
• Collaborate with Smarsh services team to define customer onboarding and initial adoption plan. Own and manage collaterals to support the process.
• Collaborate cross functionally to define and own changes to product adoption objectives. This includes health and adoption metrics review.
• Owns customer journey representation, collaterals, and end to end Smarsh adoption unique value during sales cycle.
• Collaborate with Product management team to define and refine best practices for ongoing product engagement and customer feedback.
• Own product adoption metrics their measurement, review, and management.
• Support CSMs as required in customer conversations as a subject matter expert.
• Understand business workflows as offered by the product.
• Manage customer relations with identified business contacts.
• Review identified At Risk customers and provide feedback and guidance for remediation plans. Own parts of remediation plan as appropriate.
• As part of customer success leadership, review and refine CSM processes, metrics, and tools.
• Track activities in CRM tools and accurately log outcomes of customer discussions.
• Identify best practices and coach throughout Customer success team.
• Work as part of a collaborative team and provide feedback for improvement to internal stakeholders.

What will you bring?

• 12+ 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 strong technical acumen
• High degree of accountability
• Comfortable with uncertainty and opportunities for change
• Skilled at matrix management and using leadership skills to achieve goals.
• Demonstrated strong negotiation & influencing 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.