Strategic Customer Success Manager

1 month 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 a key member of our team, you will be responsible for delivering exceptional customer outcomes to our top enterprise accounts and working closely with Fortune 500 clients across the globe.

Key Responsibilities
  • Develop and execute strategic account plans to drive customer adoption, growth, and retention.
  • Build and maintain strong relationships with senior executives and key stakeholders at our top accounts.
  • Partner with Account Executives to develop and execute long-term strategic account plans.
  • Drive customer adoption of Smarsh products and services, identifying opportunities for growth and expansion.
  • Proactively identify and mitigate risks to customer health, developing and implementing remediation plans as needed.
  • Establish and oversee comprehensive customer governance structures, including Executive Business Reviews.
  • Take ownership of resolving customer issues, partnering 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, ensuring alignment with customer needs and business objectives.
  • Adhere to defined CSM processes, metrics, and tools, tracking activities in CRM tools and accurately logging 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, driving continuous improvement and excellence.
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.
  • Strong understanding of financial services, FinTech, and technology needs, with a proven track record of driving customer health and satisfaction.
  • Excellent oral and written communication skills, with the ability to navigate complex business objectives and develop strategic plans.
  • Intellectual curiosity, technical acumen, and a passion for innovation and continuous learning.
  • Skilled at matrix management and leadership, with a proven ability to achieve goals and drive results.
  • Ability to quickly understand customer needs and develop tailored solutions, with a focus on delivering exceptional customer outcomes.
  • Knowledge of working in tools like Salesforce, Gainsight, and Jira, with a willingness to learn and adapt to new technologies.
About Smarsh

Smarsh is a global organization that values diversity, innovation, and collaboration. We empower our customers to manage risk and unleash intelligence in their digital communications, leveraging the latest AI/ML technology to drive customer success. Our commitment to developing our people and fostering a culture of lifelong learning has earned us Best Places to Work Awards. If you're a passionate and driven professional looking to make a meaningful impact, we encourage you to explore this opportunity and join our team.

  • Customer Success Manager

    1 month ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at ABR Talent, a specialist recruitment partner supporting start-up and scale-up SaaS businesses.Key ResponsibilitiesManage a book of circa 20 accounts worth c.£600k ARR, adopting a strategic, high-touch Customer Success approach.Co-ordinate customers' onboarding and...

  • Customer Success Manager

    1 month ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at ABR Talent, a specialist recruitment partner supporting start-up and scale-up SaaS businesses.Key ResponsibilitiesManage a book of circa 20 accounts worth c.£600k ARR, adopting a strategic, high-touch Customer Success approach.Co-ordinate customers' onboarding and...

  • Strategic Customer Success Manager

    1 month ago

    London, Greater London, United Kingdom Atlassian Full time

    Strategic Customer Success ManagerAtlassian is seeking a highly skilled Strategic Customer Success Manager to join our team. This role requires a deep understanding of customer needs and a proven track record of driving business growth through strategic customer success initiatives.The ideal candidate will have a strong background in customer success, with...

  • Strategic Customer Success Manager

    1 month ago

    London, Greater London, United Kingdom Atlassian Full time

    Strategic Customer Success ManagerAtlassian is seeking a highly skilled Strategic Customer Success Manager to join our team. This role requires a deep understanding of customer needs and a proven track record of driving business growth through strategic customer success initiatives.The ideal candidate will have a strong background in customer success, with...

  • Strategic Customer Success Manager

    1 week ago

    London, Greater London, United Kingdom SnooprID Ltd Full time

    Job DescriptionJob Title: Strategic Customer Success ManagerLocation: Remote (UK-based)Company: SnooprID LtdAbout The Company:SnooprID Ltd is a leading SaaS provider dedicated to delivering innovative cyber solutions that empower Enterprises to achieve their goals. They pride themselves on a strategic and customer-centric approach, striving to foster...

  • Strategic Customer Success Manager

    3 weeks ago

    London, Greater London, United Kingdom Darktrace Ltd Full time

    Job Title: Strategic Customer Success ManagerAt Darktrace Ltd, we are seeking a highly skilled Strategic Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio of strategic accounts.Key...

  • Strategic Customer Success Manager

    3 weeks ago

    London, Greater London, United Kingdom Darktrace Ltd Full time

    Job Title: Strategic Customer Success ManagerAt Darktrace Ltd, we are seeking a highly skilled Strategic Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio of strategic accounts.Key...

  • Customer Success Manager, Strategic

    1 month ago

    London, Greater London, United Kingdom MongoDB Full time

    About MongoDBMongoDB is a leading developer data platform that empowers innovators to create, transform, and disrupt industries by unleashing the power of software and data. Our mission is to enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI.Job...

  • Customer Success Manager, Strategic

    1 month ago

    London, Greater London, United Kingdom MongoDB Full time

    About MongoDBMongoDB is a leading developer data platform that empowers innovators to create, transform, and disrupt industries by unleashing the power of software and data. Our mission is to enable organizations of all sizes to easily build, scale, and run modern applications by helping them modernize legacy workloads, embrace innovation, and unleash AI.Job...

  • Strategic Customer Success Manager

    4 weeks ago

    London, Greater London, United Kingdom Darktrace Ltd Full time

    Job Title: Strategic Customer Success ManagerAt Darktrace Ltd, we are seeking a highly skilled Strategic Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for managing key strategic accounts across our global customer base.Key Responsibilities:Drive adoption and outcomes leading to renewals,...

  • Strategic Customer Success Manager

    4 weeks ago

    London, Greater London, United Kingdom Darktrace Ltd Full time

    Job Title: Strategic Customer Success ManagerAt Darktrace Ltd, we are seeking a highly skilled Strategic Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for managing key strategic accounts across our global customer base.Key Responsibilities:Drive adoption and outcomes leading to renewals,...

  • Strategic Customer Success Manager

    3 weeks ago

    London, Greater London, United Kingdom Darktrace Ltd Full time

    Job Title: Strategic Customer Success ManagerAt Darktrace Ltd, we are seeking a highly skilled Strategic Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for managing key strategic accounts across our global customer base.Key Responsibilities:Drive adoption and outcomes leading to renewals,...

  • Strategic Customer Success Manager

    2 weeks ago

    London, Greater London, United Kingdom Darktrace Ltd Full time

    Job Title: Strategic Customer Success ManagerAt Darktrace Ltd, we are seeking a highly skilled Strategic Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for managing key strategic accounts across our global customer base.Key Responsibilities:Drive adoption and outcomes leading to renewals,...

  • Customer Success Manager, Strategic

    4 weeks ago

    London, Greater London, United Kingdom MongoDB Full time

    Customer Success Manager, StrategicMongoDB is seeking a highly skilled Customer Success Manager to join our Strategic team. As a key member of our customer-facing organization, you will be responsible for driving customer success and growth across our most strategic accounts.Key Responsibilities:Develop and execute account plans to drive customer growth and...

  • Customer Success Manager, Strategic

    4 weeks ago

    London, Greater London, United Kingdom MongoDB Full time

    Customer Success Manager, StrategicMongoDB is seeking a highly skilled Customer Success Manager to join our Strategic team. As a key member of our customer-facing organization, you will be responsible for driving customer success and growth across our most strategic accounts.Key Responsibilities:Develop and execute account plans to drive customer growth and...

  • Customer Success Manager, Strategic

    2 weeks ago

    London, Greater London, United Kingdom MongoDB Full time

    Customer Success Manager, StrategicMongoDB is seeking a highly skilled Customer Success Manager to join our Strategic team. As a key member of our customer-facing organization, you will be responsible for driving customer success and growth across our most strategic accounts.Key Responsibilities:Develop and execute account plans to drive customer growth and...

  • Customer Success Manager, Strategic

    2 weeks ago

    London, Greater London, United Kingdom MongoDB Full time

    Customer Success Manager, StrategicMongoDB is seeking a highly skilled Customer Success Manager to join our Strategic team. As a key member of our customer-facing organization, you will be responsible for driving customer success and growth across our most strategic accounts.Key Responsibilities:Develop and execute account plans to drive customer growth and...

  • Strategic Customer Success Manager

    4 weeks ago

    London, Greater London, United Kingdom Darktrace Full time

    Join Our Team as a Strategic Customer Success ManagerAbout DarktraceDarktrace is a global leader in cyber security AI, delivering complete AI-powered solutions to protect our customers from the world's most complex threats. Our mission is to free the world of cyber disruption, and we're looking for talented individuals to join our team.About the RoleWe're...

  • Strategic Customer Success Manager

    4 weeks ago

    London, Greater London, United Kingdom Darktrace Full time

    Join Our Team as a Strategic Customer Success ManagerAbout DarktraceDarktrace is a global leader in cyber security AI, delivering complete AI-powered solutions to protect our customers from the world's most complex threats. Our mission is to free the world of cyber disruption, and we're looking for talented individuals to join our team.About the RoleWe're...

  • Customer Success Manager, Strategic

    2 weeks ago

    London, Greater London, United Kingdom MongoDB Full time

    Customer Success Manager, StrategicMongoDB is seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for ensuring the success of our customers by delivering exceptional customer service, identifying and addressing customer needs, and developing strategic plans to drive customer growth and...