Smarsh · 22 hours ago
Customer Success Specialist
Portland, OR
Full-time
Hybrid
Entry Level
$26/hr - $33/hr
1+ years expSmarsh empowers its customers to manage risk and unleash intelligence in their digital communications. They are seeking a Customer Success Specialist to manage the needs of Small Business clients, resolve inbound questions, and maintain annual renewal processing.
EdiscoveryEnterprise SoftwareSaaS
Responsibilities
Deliver high level of responsiveness to assigned accounts
Host meetings for assigned accounts to engage in renewal discussions, customer success issues, and/or at-risk remediation
Work with clients via retention cases, prevent and manage churn
Track activities in SalesForce.com , and accurately logs outcomes of customer discussions
Consistently meet or exceeds target customer activity metrics and SLO’s
Manage assigned client contracts, invoices, billing, SLA reporting requirements
Process contract changes including add-on services, downgrades, and cancellations
Create accurate quotes and obtain purchase orders for Smarsh services (exports, imports, and 1x training fees)
Identify additional add on services to grow account partner with sales for new opportunities identified
Effectively manage and drive closure of renewal business
Identify At-Risk clients and determine needed remediation path
Take ownership for resolving customer issues; Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met
Drive client adoption of Smarsh products and services via leading trainings or recommendations for Professional Services custom trainings; provide valuable insights and best practices to customers based on their deployment
Work as part of a collaborative team and provide feedback for improvement to internal stakeholders
Prepares and hosts Business Reviews for top assigned accounts
Other duties as assigned
Qualification
Required
1+ years' experience in a customer-facing role, preferably in B2B and/or SaaS environments
BA/BS degree or 4+ years' experience in customer success in lieu of degree
MS Office Suite knowledge
Effective oral and written communication skills
Strong organizational skills
Detail oriented
Proficiency at juggling multiple tasks
Ability to quickly understand questions and problem solve
Proven results in driving customer health and satisfaction resulting in loyalty and advocacy
Ability to deliver presentations to senior leaders, accounting, and/or technical audiences
Company
Smarsh
Smarsh manage the risk and see the value in their communications data.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
K1 Investment Management
2016-01-15Private Equity
Leadership Team
Vinay Mehta
Chief Technology Officer
Ian Black
SVP Customer Success
Recent News
2026-01-22
Business Wire
2025-12-05
2025-12-01
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