Strategic Enterprise Customer Success Manager

4 weeks ago

London, Greater London, United Kingdom Smarsh Full time
About the Role

Smarsh is seeking a highly skilled Strategic Senior Customer Success Manager to join our Enterprise Customer Success organization. As part of this team, you will be responsible for delivering exceptional customer outcomes to our top enterprise accounts and working closely with Fortune 500 caliber clients across the globe.

Key Responsibilities
  • Create value for customers by understanding, tracking, and managing their business objectives tied to Smarsh solutions.
  • Develop and maintain senior executive relationships for assigned accounts, ensuring a deep understanding of their organization structure and goals.
  • Partner with Account Executives to develop long-term strategic account plans and drive customer adoption of Smarsh products and services.
  • Proactively identify strategic growth opportunities and provide value to customers through Smarsh solutions.
  • Measure and report on customer health, identifying areas for improvement and leading efforts to enhance customer satisfaction.
  • Establish and oversee comprehensive customer governance structures, including Executive Business Reviews and clear communication channels.
  • Take ownership of resolving customer issues, collaborating with internal teams to ensure timely resolution.
  • Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts.
  • Negotiate complex renewal terms and 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 Service Level Objectives (SLOs).
  • Identify best practices and coach throughout the Customer Success team.
Requirements
  • 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.
  • Understanding of Banks, Broker Dealers, Hedge Funds, Private Equity, FinTech, VC funds, and their respective technology needs is a significant 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.
About Smarsh

Smarsh is a global organization that values diversity and believes in providing opportunities for everyone to be their authentic self. We are a collaborative team that works closely with the most popular communications platforms and the world's leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. Smarsh leadership, culture, and commitment to developing our people have all garnered Best Places to Work Awards. Come join us and find out what the best work of your career looks like.

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