Full-Time
Enterprise Customer Success Manager Service Delivery
Confirmed live in the last 24 hours
Smarsh
1,001-5,000 employees
Cloud-based archiving and compliance solutions
Compensation Overview
$125k - $145kAnnually
Senior, Expert
New York, NY, USA
- 5+ 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.
- Experience in process improvement and automation across customer success service delivery.
- Extremely strong oral and written communication skills.
- Intellectual Curiosity and strong 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.
- Create value for the customer by knowing, tracking, and managing customer’s service delivery objectives tied to Smarsh solutions.
- Know your accounts, their organization structure, and processes.
- Partner with Customer Success Manager, Adoption and Governance and Account Executive to develop a customer success plan which is part of wider strategic account plan.
- Ensure customer contract has full compliance across agreed deliverables, SLAs, reporting cadence and internal ownership.
- Manage any committed infosec deliverables and dialogue with customers.
- Deliver service delivery metrics as part of customer governance framework.
- Take ownership for identifying and driving prioritization of customer issues with appropriate internal teams. You drive customer experience by being ahead of escalations.
- Proactively identify At Risk Clients and define escalation and remediation plans. This includes any cross-departmental collaboration as needed.
- Lead weekly or monthly service delivery meetings for assigned accounts, including 1-on-1s with key customer contacts.
- Negotiate complex renewal terms and any financial issues that arise during life cycle of a contract.
- Adhere to defined CSM processes, metrics, and tools.
- Track activities in CRM tools and accurately log outcomes of customer discussions.
- Identify process improvement and automation opportunities as part of CSM processes.
- Consistently meet or exceed target customer activity metrics and SLO’s.
- Work as part of a collaborative team and provide feedback for improvement to internal stakeholders.
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
6 month growth
↓ -8%1 year growth
↑ 0%2 year growth
↓ -8%
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.