Smarsh · 5 hours ago
Strategic Customer Success Manager, Enterprise (Financial Services)
New York, United States
Full-time
Hybrid
Senior Level, Lead/Staff
$160K/yr - $180K/yr
10+ years expSmarsh empowers its customers to manage risk and unleash intelligence in their digital communications. They are seeking a Strategic Senior Customer Success Manager to deliver customer outcomes to top enterprise accounts and work with Fortune 500 clients, managing customer adoption and growth, health, governance, and retention.
EdiscoveryEnterprise SoftwareSaaS
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 identifying strategic growth opportunities while providing value with what the customer has today
Measure and report on customer health
Identify appropriate steps or resources and lead effort to improve customer health
Proactively identify At Risk Clients and define escalation and remediation plans. This includes any cross-departmental collaboration as needed
Establish and oversee a comprehensive customer governance structure with clear processes, cadence, and communication channels including Executive Business Reviews
Take ownership for resolving customer issues; Partner with other internal teams to ensure escalated issues are being resolved in a timely manner
Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts
Negotiate complex renewal terms
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 SLO’s
Identify best practices and coach throughout Customer success team
Work as part of a collaborative team and provide feedback for improvement to internal stakeholders
Other duties as assigned
Qualification
Required
10+ 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 big 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
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
Kim Crawford Goodman
Chief Executive Officer
Vinay Mehta
Chief Technology Officer
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