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Full-Time

Product Adoption Leader

Updated on 7/18/2024

Smarsh

Smarsh

1,001-5,000 employees

Regulated communications capture and retention solutions

Data & Analytics
Fintech
Government & Public Sector

Compensation Overview

$170k - $215kAnnually

Expert

Atlanta, GA, USA

Category
Product Management
Product Strategy
Product
Required Skills
Sales
Communications
Management
Salesforce
JIRA
Requirements
  • 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.
Responsibilities
  • 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.

Smarsh offers an engaging and dynamic workplace that is pivotal for professionals keen on contributing to highly regulated sectors like banking and government. Working at Smarsh means utilizing cloud-native technologies to manage and analyze communication data, thus playing a key role in safeguarding the integrity of financial and governmental communications. The company's focused approach on detecting regulatory and reputational risks provides a critical service, making it a valuable and secure environment for industry professionals.

Company Stage

Series D

Total Funding

$156.8M

Headquarters

Portland, Oregon

Founded

2001

Growth & Insights
Headcount

6 month growth

4%

1 year growth

3%

2 year growth

-4%