Customer Success Manager
About the job
- At least 3 years of experience in customer service, customer success, or inside sales, preferably in the financial industry or a similar highly regulated industry.
- At least 1 year of experience in an SMB role or similar.
- A BA/BS degree or at least 4 years of customer success experience in lieu of a degree.
- Completion of customer success outside learning.
- Effective oral and written communication skills.
- Strong organizational skills and attention to detail.
- Ability to juggle multiple tasks, quickly understand questions, and solve problems.
- Proven results driving customer health and satisfaction that result in loyalty and advocacy.
- Ability to deliver presentations to senior leaders, accounting, and/or technical audiences.
- Knowledge of the Microsoft Office suite, including PowerPoint.
- Deliver a high level of responsiveness to assigned mid-market tier accounts.
- Work with clients through retention cases to prevent and manage churn.
- Track activity in Salesforce.com and accurately log outcomes of customer discussions.
- Maintain daily or weekly meetings for assigned accounts, typically a territory of approximately 35 or more accounts with around $100,000 to $1 million in annual recurring revenue.
- Prepare and host business reviews for top assigned accounts in the territory.
- Meet or exceed target customer activity metrics and service-level objectives.
- Manage assigned client contracts, invoices, billing, and service-level agreement reporting requirements.
- Process contract changes, including add-on services, downgrades, and cancellations.
- Create accurate quotes and obtain purchase orders for Smarsh services, including exports, imports, and one-time training fees.
- Identify additional services to grow accounts and partner with sales on identified new opportunities.
- Manage and drive renewal business to closure.
- Identify at-risk clients and determine the required remediation path.
- Take ownership of resolving customer issues and partner with internal teams to address client needs and escalations.
- Drive client adoption of Smarsh products and services by leading trainings or recommending custom trainings from Professional Services, and provide customers with insights and best practices based on their deployment.
- Work collaboratively and provide feedback to internal stakeholders for improvement.
- Experience in the financial industry or a similar highly regulated industry.
About the company
Smarsh provides cloud-based archiving and compliance solutions for regulated industries like financial services and government. Its SaaS platform securely captures, stores, and searches communications across channels such as emails, text messages, and social media, with tools like Connected Capture for Microsoft Teams to support remote work. The archive is context-aware and extensible, built on cloud-native infrastructure to help organizations identify risks and stay compliant. Smarsh differentiates itself through deep relationships with leading banks and government entities and by offering a scalable, secure, easy-to-use multi-channel archive that reduces regulatory risk.
Company Size
1,001-5,000
Company Stage
Acquired
Total Funding
$43.6M
Headquarters
Portland, Oregon
Founded
2001
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Simplify's Take
What believers are saying
- AWS collaboration delivered a 77% reviewer-workload reduction for a global investment bank.
- Noise Reduction Agent cut false positives up to 60% for smaller firms.
- AI compliance demand accelerates because regulated customers need defensible capture of GenAI communications.
What critics are saying
- The Layoff.com cited another round of Smarsh layoffs on June 24, 2025.
- BuiltIn's 2026 profile says pay lags market and reorganizations follow acquisitions.
- Competition from Microsoft, Google, and niche AI-compliance startups pressures Smarsh's pricing and differentiation.
What makes Smarsh unique
- Smarsh holds Gartner 2025 Leader status and serves 18 of 20 largest banks.
- Its September 16, 2026 MCP Server and AskSmarsh AI unify governed compliance workflows.
- Capture spans 100+ channels, including Claude Enterprise, Bedrock, and Google Workspace.
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Benefits
Health Insurance
Dental Insurance
Life Insurance
Disability Insurance
Unlimited Paid Time Off
Paid Vacation
Paid Sick Leave
Paid Holidays
Hybrid Work Options
Stock Options
401(k) Company Match
Employee Assistance Programme
Wellness Program
Adoption Assistance
Group Income Protection
Group Life Assurance
Maternity Leave
Paternity Leave
Workplace Pension Scheme
Monthly Wellness Allowance
Company Bonus
Growth & Insights and Company News
6 month growth
↑ 1%1 year growth
↑ 1%2 year growth
↑ 4%Smarsh turns compliance into an enterprise-wide advantage with new MCP Server and AskSmarsh AI. New architecture turns manual, siloed compliance workflows into governed, AI-driven outcomes for communications data PORTLAND, Ore. - September 16, 2026 - Smarsh, the global leader in digital communications data and intelligence, today unveiled a major expansion of its Communications Intelligence Platform. The launch includes a new Model Context Protocol (MCP) Server, a conversational AI intelligence layer called AskSmarsh AI, and expanded agentic capabilities, together marking a structural shift in how regulated industries access and act on communications data. For two decades, compliance technology has forced compliance teams to work across siloed systems: separate archives, point solutions, and vendor-specific interfaces that don't talk to each other. Smarsh's new capabilities change that. Companies can now unify workstreams, build governed data and AI environments of their own choosing, and access Smarsh intelligence directly inside the tools their teams and AI agents already use. "AI changes the model," said Kamesh Tumsi, Chief Product Officer at Smarsh." Customers will be able to use AskSmarsh AI to interact with their communications data conversationally, build on top of us, or bring governed Smarsh intelligence into the tools they already use. We're building for the challenges our customers face today while giving them the openness, intelligence, and flexibility to adapt to what comes next." MCP Server: Access to Governed Intelligence The Smarsh MCP Server gives organizations a secure, policy-enforced connection between their existing AI tools and Smarsh's communications intelligence data, so compliance teams can query the archive, surface insights, and trigger workflows without exporting data, bypassing permissions, or rebuilding governance controls from scratch. Every interaction is subject to the same role-based access controls (RBAC), audit logging, and chain-of-custody requirements already in place, making it the only integration path that doesn't create new compliance exposure. AskSmarsh AI: One Conversation, Start to Finish AskSmarsh AI gives users a single, natural-language entry point to search, investigate, report, and act on communications data. Behind the scenes, specialized Search, Reporting, and Export Agents handle the heavy lifting, collapsing what used to be hours of manual query-building and tool-switching into one conversation. AskSmarsh AI will continue to add new capabilities and workflows, giving users an increasingly powerful way to interact with the Smarsh platform Expanding the Agentic Portfolio Smarsh is rolling out new purpose-built agents across the platform: * MySearch Agent gives employees secure, self-service access to their own archived communications across email, chat, voice, mobile, and social, without looping in IT or compliance. * Discovery Agent adds deeper legal research across financial misconduct, non-financial misconduct, and employment discrimination using Smarsh's patent-pending Semantic Context Graph, with early case assessment now running directly in the archive. * Intelligent Agent adds three new Non-Financial Misconduct Models: Hostile, Abusive and Discriminatory Language, Sexual Harassment, and Intent to Resign, expanding its supervision and surveillance AI capabilities. New capture integrations with Claude Enterprise, Amazon Bedrock, and Google Workspace help extend the governed data foundation to emerging AI and communications surfaces. Smarsh is building for a future where governed communications intelligence can move securely across the tools, workflows, and AI agents organizations choose, while preparing them for what comes next. With its expanding agentic portfolio and MCP server advancements, customers can bring their own models, connect Smarsh intelligence across their enterprise ecosystem, and keep communications data governed as AI adoption grows. About Smarsh Smarsh(R) enables companies to transform oversight into foresight by surfacing business-critical signals from the most in-demand communications channels. Regulated organizations of all sizes rely upon the Smarsh portfolio of cloud-native digital communications capture, retention and oversight solutions to help them identify regulatory and reputational risks within their communications data before those risks become fines or headlines. Smarsh serves a global client base spanning 9 of the top 10 banks in North America, Europe and Asia, along with leading brokerage firms, insurers, and registered investment advisors and U.S. state and local government agencies. To discover more about the future of communications capture, archiving and oversight, visit www.smarsh.com.
Smarsh named to Inc. 5000 for the 19th consecutive year. Smarsh continues to lead the industry with sustained AI-driven innovation and growth PORTLAND, Ore. - Smarsh(R), the global leader in communications data and intelligence, today announced it has been named to the 2026 Inc. 5000 list of the fastest-growing private companies in America for the 19th consecutive year. This achievement places Smarsh among an elite... August 11, 2026 at 8:03 a.m. Smarsh continues to lead the industry with sustained AI-driven innovation and growth PORTLAND, Ore. - Smarsh(R), the global leader in communications data and intelligence, today announced it has been named to the 2026 Inc. 5000 list of the fastest-growing private companies in America for the 19th consecutive year. This achievement places Smarsh among an elite few companies to earn 19 consecutive appearances on the Inc. 5000, reflecting nearly two decades of sustained growth fueled by customer-driven innovation in communications compliance and AI governance. Customer-Focused AI Innovations Fuel Growth "Earning a place on the Inc. 5000 for the 19th consecutive year reflects the trust our customers place in Smarsh and our commitment to continuously innovating on their behalf," said Kim Crawford Goodman, Chief Executive Officer of Smarsh. "As communications become more complex and AI transforms the way organizations work, we'll continue investing in technology that help customers strengthen compliance, reduce risk, and turn communications data into a strategic advantage." This recognition comes at a pivotal time for the industry. As AI adoption accelerates, organizations face growing pressure to strengthen governance while managing increasing volumes of communications data. According to the Smarsh 2026 AI Trends Study, 55% of enterprises are actively deploying AI tools, yet only 19% say their governance frameworks are fully aligned with implementation. To meet these evolving customer needs, Smarsh has continued investing in AI-enabled capabilities that help organizations strengthen compliance, improve legal workflows, and operate more efficiently. Recent innovations are helping customers achieve measurable business outcomes, including: * Strengthening compliance oversight: Compliance teams can reduce review volumes by up to 77% with Intelligent Agent while identifying 3-5x more meaningful risk across multilingual communications. * Accelerating legal investigations: Legal teams can use Discovery Agent to speed case assessment, reducing investigation costs by up to 75% while decreasing reliance on outside counsel. * Helping lean teams do more: Firms can reduce compliance alert volumes by up to 60% with Noise Reduction Agent, allowing teams to spend more time investigating genuine risk instead of reviewing false positives. These customer-driven innovations help organizations adopt AI with greater confidence while improving governance, reducing operational complexity, and unlocking more value from their communications data. Industry Recognition Reflects Continued Momentum Smarsh reported a three-year (2022-2025) revenue growth rate of 38%. The recognition follows another year of innovation and industry recognition for Smarsh, including being named a Leader in the 2025 Gartner(R) Magic Quadrant(TM) for Digital Communications Governance and Archiving Solutions (DCGAS), receiving a 2026 Business Intelligence Group AI Excellence Award for "Fraud Detection and Prevention," and earning a place on the Portland Business Journal's Fastest-Growing Private 100 Companies list. With the ability to govern communications channels and stay ahead of the ever-evolving regulatory landscape, Smarsh is recognized for providing AI-driven transformation across regulated sectors. "Every company on the Inc. 5000 has a story of perseverance, smart decision making, and a refusal to sit still," says Mike Hofman, editor-in-chief of Inc. "Their growth reflects more than strong financial performance-it reflects creativity, resilience, and the customer focus required to build companies that make a lasting impact. We congratulate all honorees on this significant achievement." For the full Inc. 5000 list, honoree company profiles, and a searchable database by industry and location, please visit: www.inc.com/inc5000. About Smarsh Smarsh empowers organizations to move from reactive oversight to proactive foresight by unlocking intelligence within their digital communications. Through a cloud-native, AI-powered platform for capture, archiving, and oversight, Smarsh enables regulated enterprises to identify regulatory, reputational, and operational risks early - before they escalate into financial loss or public exposure. Trusted by a global client base - including 9 of the 10 largest financial institutions in the world - Smarsh is a critical partner in navigating today's complex communications landscape. To learn more about the future of communications intelligence, visit www.smarsh.com or follow Smarsh on LinkedIn. About Inc. Inc. is the leading media brand and playbook for the entrepreneurs and business leaders shaping our future. Through its journalism, Inc. aims to inform, educate, and elevate the profile of its community: the risk-takers, the innovators, and the ultra-driven go-getters who are creating the future of business. Inc. is published by Mansueto Ventures LLC, along with fellow leading business publication Fast Company. For more information, visit www.inc.com.
Smarsh named to Inc. 5000 for the 19th consecutive year. Business Wire Published Aug 11, 2026 Article content Smarsh continues to lead the industry with sustained AI-driven innovation and growth Article content PORTLAND, Ore. - Smarsh(R), the global leader in communications data and intelligence, today announced it has been named to the 2026 Inc. 5000 list of the fastest-growing private companies in America for the 19th consecutive year. This achievement places Smarsh among an elite few companies to earn 19 consecutive appearances on the Inc. 5000, reflecting nearly two decades of sustained growth fueled by customer-driven innovation in communications compliance and AI governance. Article content Advertisement 1 Story continues below Article content Customer-Focused AI Innovations Fuel Growth Article content Top Stories Interested in more newsletters? Browse here. Article content "Earning a place on the Inc. 5000 for the 19th consecutive year reflects the trust our customers place in Smarsh and our commitment to continuously innovating on their behalf," said Kim Crawford Goodman, Chief Executive Officer of Smarsh. "As communications become more complex and AI transforms the way organizations work, we'll continue investing in technology that help customers strengthen compliance, reduce risk, and turn communications data into a strategic advantage." Article content This recognition comes at a pivotal time for the industry. As AI adoption accelerates, organizations face growing pressure to strengthen governance while managing increasing volumes of communications data. According to the Smarsh 2026 AI Trends Study, 55% of enterprises are actively deploying AI tools, yet only 19% say their governance frameworks are fully aligned with implementation. Article content To meet these evolving customer needs, Smarsh has continued investing in AI-enabled capabilities that help organizations strengthen compliance, improve legal workflows, and operate more efficiently. Recent innovations are helping customers achieve measurable business outcomes, including: Article content * Strengthening compliance oversight: Compliance teams can reduce review volumes by up to 77% with Intelligent Agent while identifying 3-5x more meaningful risk across multilingual communications. * Accelerating legal investigations: Legal teams can use Discovery Agent to speed case assessment, reducing investigation costs by up to 75% while decreasing reliance on outside counsel. * Helping lean teams do more: Firms can reduce compliance alert volumes by up to 60% with Noise Reduction Agent, allowing teams to spend more time investigating genuine risk instead of reviewing false positives. Article content These customer-driven innovations help organizations adopt AI with greater confidence while improving governance, reducing operational complexity, and unlocking more value from their communications data. Article content Industry Recognition Reflects Continued Momentum Article content Smarsh reported a three-year (2022-2025) revenue growth rate of 38%. The recognition follows another year of innovation and industry recognition for Smarsh, including being named a Leader in the 2025 Gartner(R) Magic Quadrant(TM) for Digital Communications Governance and Archiving Solutions (DCGAS), receiving a 2026 Business Intelligence Group AI Excellence Award for "Fraud Detection and Prevention," and earning a place on the Portland Business Journal's Fastest-Growing Private 100 Companies list. Article content Advertisement 2 Story continues below This advertisement has not loaded yet, but your article continues below. Article content With the ability to govern communications channels and stay ahead of the ever-evolving regulatory landscape, Smarsh is recognized for providing AI-driven transformation across regulated sectors. Article content "Every company on the Inc. 5000 has a story of perseverance, smart decision making, and a refusal to sit still," says Mike Hofman, editor-in-chief of Inc. "Their growth reflects more than strong financial performance-it reflects creativity, resilience, and the customer focus required to build companies that make a lasting impact. We congratulate all honorees on this significant achievement." Article content For the full Inc. 5000 list, honoree company profiles, and a searchable database by industry and location, please visit: www.inc.com/inc5000. Article content About Smarsh Article content Smarsh empowers organizations to move from reactive oversight to proactive foresight by unlocking intelligence within their digital communications. Through a cloud-native, AI-powered platform for capture, archiving, and oversight, Smarsh enables regulated enterprises to identify regulatory, reputational, and operational risks early - before they escalate into financial loss or public exposure. Article content Trusted by a global client base - including 9 of the 10 largest financial institutions in the world - Smarsh is a critical partner in navigating today's complex communications landscape. To learn more about the future of communications intelligence, visit www.smarsh.com or follow Smarsh on LinkedIn. Article content About Inc. Article content Inc. is the leading media brand and playbook for the entrepreneurs and business leaders shaping our future. Through its journalism, Inc. aims to inform, educate, and elevate the profile of its community: the risk-takers, the innovators, and the ultra-driven go-getters who are creating the future of business. Inc. is published by Mansueto Ventures LLC, along with fellow leading business publication Fast Company. For more information, visit www.inc.com. Article content View source version on businesswire.com: Article content Press Contact: Article content Ratika Sadana Article content Advertisement 1
Precisely appoints new CRO and CBO as market demand for Agentic-Ready Data intensifies. The RIQ News Desk July 16, 2026 Industry veterans Vinesh Vis and Jane Gilson bring decades of enterprise technology growth experience to accelerate commercial execution for data integrity leader BURLINGTON, Mass., July 15, 2026 /PRNewswire/ - Precisely, the global leader in data integrity, today announced the appointments of Vinesh Vis as Chief Revenue Officer (CRO) and Jane Gilson as Chief Business Officer (CBO). Vis will drive sales execution and customer growth, while Gilson will own the commercial frameworks across channel, professional services, and revenue operations that scale growth across Precisely's go-to-market (GTM) motions. They will serve as members of the Precisely Executive Leadership Team, reporting directly to CEO Walid Abu-Hadba. As demand for Agentic-Ready Data continues to grow, Precisely is strengthening its commercial leadership team to help more organizations move from AI ambition to achieving real business value. Vis and Gilson bring extensive experience scaling global enterprise technology businesses through periods of rapid growth and technology transformation. "Vinesh and Jane bring complementary strengths that align directly with where we're headed as a company," said Walid Abu-Hadba, CEO of Precisely. "They have built and transformed high-performing technology organizations by bringing focus, discipline, and execution during periods of significant change. Combined with our leadership in data integrity, they strengthen our ability to move faster, execute with greater rigor, and accelerate our next phase of growth." Vinesh Vis, Chief Revenue Officer As Chief Revenue Officer, Vis will lead Precisely's Global Revenue Organization including Sales, Sales Engineering, Sales Enablement, Sales Operations, Customer Success, Renewals, and Business Development. In this role, he will drive revenue growth, deepen customer relationships, and build a world-class commercial engine to capitalize on the surging enterprise demand for Agentic-Ready Data. Vis joins Precisely from Smarsh, where he served as Chief Revenue Officer and General Manager. Prior to this, he led revenue organizations across both high-growth private technology companies and large-scale public organizations, including Oracle. "The convergence of AI and data integrity is creating a once-in-a-generation opportunity, and Precisely is uniquely positioned to lead it. The foundation is here: market leadership, a trusted brand, and a team that knows how to win. My focus will be on accelerating that momentum by tightening commercial execution, deepening the relationships that matter most, and building the kind of scalable growth engine that turns market opportunity into market dominance," said Vinesh Vis, Chief Revenue Officer at Precisely. Jane Gilson, Chief Business Officer As CBO, Gilson will lead Precisely's Global Commercial Business, including Channel and Ecosystems, Professional and Strategic Services, Revenue Operations, Deal Desk governance, and GTM Strategy. Gilson brings more than two decades of experience leading growth and transformation initiatives at global technology companies, including executive leadership roles at Microsoft, Google, and as CEO at CloudSphere. "Enterprise technology has gone through several inflection points, but what's happening with AI and data right now is different. The organizations that win won't just have the best technology; they'll have the operational discipline to scale it. Precisely has the data integrity foundation that enterprises need to make AI work in the real world. My job is to build the commercial architecture that turns that advantage into durable growth." said Jane Gilson, Chief Business Officer at Precisely. About Precisely As a global leader in data integrity, Precisely ensures that your data is accurate, consistent, and contextual. Its portfolio, featuring the Precisely Data Integrity Suite, brings together software, data, and data strategy consulting services. This unique combination enables organizations to move to Agentic-Ready Data, the highest quality of data that is integrated, governed, and enriched for AI, automation, and analytics initiatives at enterprise scale. Over 12,000 organizations in more than 100 countries, including 95 of the Fortune 100, trust Precisely to support some of the world's most complex, regulated, and mission-critical data environments. Learn more at www.precisely.com. (C) 2026 Precisely Software Incorporated. All rights reserved. Precisely, its affiliates, and/or licensors proprietary information - no reproduction, competitive use, or derivative works without written consent. Availability not guaranteed. "Precisely" and associated marks are trademarks of Precisely; all other marks belong to their respective owners. SOURCE Precisely Software Limited
Smarsh, a digital communications compliance provider, has announced results from its strategic collaboration with Amazon Web Services, demonstrating significant efficiency gains in AI-powered compliance. A leading global investment bank achieved a 77% reduction in compliance reviewer workload across millions of alerts whilst maintaining risk detection integrity with less than 2% loss. The multi-year initiative, launched in October 2025, builds on Amazon Bedrock and Amazon Bedrock AgentCore to enable regulated financial institutions to deploy AI at enterprise scale whilst meeting governance requirements. Smarsh solutions include Intelligent Agent for surveillance teams, Discovery Agent for legal teams, and Noise Reduction Agent for smaller firms. The collaboration addresses regulatory scrutiny around AI explainability and oversight in financial services. Smarsh solutions are available through AWS Marketplace, enabling faster deployment for regulated organisations.