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Full-Time

Product Adoption Leader

Posted on 6/27/2024

Smarsh

Smarsh

1,001-5,000 employees

Cloud-based archiving and compliance solutions

Government & Public Sector
Enterprise Software
Financial Services

Compensation Overview

$170k - $215kAnnually

Expert

Atlanta, GA, USA

Requires onsite presence in Atlanta for hybrid work

Category
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Management
Salesforce
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

Smarsh

View
Website

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.

Company Stage

Series D

Total Funding

$156.8M

Headquarters

Portland, Oregon

Founded

2001

Growth & Insights
Headcount

6 month growth

↑ 10%

1 year growth

↑ 10%

2 year growth

↑ 2%
Simplify Jobs

Simplify's Take

What believers are saying

  • Smarsh's strategic partnerships, such as with SOCi and Verizon, enhance its market reach and product capabilities.
  • The appointment of experienced leaders to the board and executive team positions Smarsh for robust governance and strategic growth.
  • Integration with popular tools like Microsoft Teams and OpenAI's ChatGPT ensures Smarsh remains relevant and valuable in the evolving digital communication landscape.

What critics are saying

  • The highly regulated nature of Smarsh's target industries means any compliance failures could have severe repercussions.
  • Dependence on strategic partnerships, such as with Verizon and SOCi, could pose risks if these relationships falter.

What makes Smarsh unique

  • Smarsh's focus on regulated industries like financial services and government sets it apart from competitors who target broader markets.
  • Their integration with OpenAI's ChatGPT Enterprise Compliance API showcases a commitment to leveraging cutting-edge AI for compliance solutions.
  • The partnership with Verizon's Bill-on-Behalf-of program simplifies procurement and deployment, making Smarsh's mobile capture solutions more accessible to Verizon's extensive customer base.

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