Full-Time

Strategic Senior Customer Success Manager

Smarsh

Smarsh

1,001-5,000 employees

Cloud-based digital communications oversight for regulatory compliance

Data & Analytics
Government & Public Sector
Fintech

Senior, Expert

London, UK

Required Skills
Communications
Salesforce
JIRA
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.

Smarsh stands out as a leader in the digital communications oversight industry, providing cloud-native solutions that help regulated organizations identify potential regulatory and reputational risks. The company's unique value proposition lies in its ability to analyze over 100 digital communication channels, a feature relied upon by top banks, insurers, and government agencies worldwide. Smarsh's culture emphasizes collaboration and foresight, ensuring a proactive approach to compliance and risk management, making it an ideal workplace for those seeking to contribute to cutting-edge technology in a supportive environment.

Company Stage

Series D

Total Funding

$157.5M

Headquarters

Portland, Oregon

Founded

2001

Growth & Insights
Headcount

6 month growth

2%

1 year growth

1%

2 year growth

0%