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Strategic Senior Customer Success Manager
2 months ago
About Smarsh Inc.
Smarsh Inc. empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6,500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines.
Our Mission
At Smarsh Inc., we are relentless in our pursuit of innovation, which has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh Inc. in the annual Inc. 5000 list of fastest-growing American companies since 2008.
Job Summary
Smarsh Inc. is seeking a Strategic Senior Customer Success Manager to join our Enterprise Customer Success organization. As part of the organization, you will be delivering customer outcomes to our top enterprise accounts and working with Fortune 500 caliber clients across the world. This includes end-to-end customer life cycle managing customer adoption and growth, health, governance, and retention in partnership with your Account Executives.
Key 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 identify strategic growth opportunities while providing value with what the customer has today.
- Proactively identify At Risk Clients and define escalation and remediation plans.
- Establish and oversee a comprehensive customer governance structure with clear processes, cadence, and communication channels including Executive Business Reviews.
- Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts.
- Track activities in CRM tools and accurately log outcomes of customer discussions.
- Identify best practices and coach throughout Customer success team.
- 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.
- Skilled at matrix management and using leadership skills to achieve goals.
- Proven results in driving customer health and satisfaction resulting in loyalty and advocacy.
- Knowledge of working in tools like Salesforce, Gainsight and Jira.
Requirements
- BA/BS degree in business/technology or comparable experience.
- 5+ years' experience in customer success.
- Understanding of Banks, Broker Dealers, Hedge Funds, Private Equity, FinTech, VC funds and their respective technology needs.
- Skilled at matrix management and using leadership skills to achieve goals.
- Proven results in driving customer health and satisfaction resulting in loyalty and advocacy.
- Knowledge of working in tools like Salesforce, Gainsight and Jira.
