Future Opportunity - Strategic Customer Success Manager (Enterprise)

Smarsh; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Strategic Customer Success Manager to enhance customer relationships and drive adoption of innovative solutions. In this pivotal role, you will partner with Fortune 500 clients, navigating complex business objectives and ensuring their success with cutting-edge digital communication tools. Your expertise will help identify growth opportunities and foster loyalty among top enterprise accounts. Join a diverse and inclusive organization that values collaboration and continuous learning, and be part of a team that is recognized for its commitment to excellence and innovation in the industry.

Qualifications

• 10+ years in customer-facing roles, ideally in B2B/SaaS.
• Strong understanding of financial services technology needs.

Responsibilities

• Manage customer lifecycle, ensuring satisfaction and retention.
• Collaborate with Account Executives on strategic account plans.

Skills

Customer Success Management

B2B Sales

SaaS Knowledge

Communication Skills

Problem-Solving

Education

BA/BS degree in Business

Equivalent Experience

Tools

Salesforce

Gainsight

Jira

Job description

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Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries relies on Smarsh daily to help identify compliance, legal, or reputational risks across 80+ communication channels before they result in regulatory fines or headlines. Our relentless innovation has earned us recognition from analysts like Gartner and Forrester, and our consistent, aggressive growth has placed Smarsh on the Inc. 5000 list of fastest-growing American companies since 2008.

Summary

Smarsh is seeking a Strategic Customer Success Manager to join our Enterprise Customer Success organization soon. You will deliver customer outcomes to our top enterprise accounts, working with Fortune 500 clients globally. Your responsibilities include managing the entire customer lifecycle, including adoption, growth, health, governance, and retention, in partnership with Account Executives. You will act as a trusted consultant and partner, navigating complex business objectives and transforming them into Smarsh champions.

How will you contribute?

• Create value for the customer by understanding, tracking, and managing their business objectives related to Smarsh solutions.
• Know your accounts and their organizational structure. Establish, maintain, and grow relationships with senior executives.
• Partner with Account Executives to develop and lead strategic account plans.
• Drive customer adoption of Smarsh products and services.
• Identify strategic growth opportunities and demonstrate value with current offerings.
• Measure and report on customer health metrics.
• Lead efforts to improve customer health by coordinating necessary resources.
• Proactively identify At-Risk clients and develop escalation and remediation plans, collaborating across departments as needed.
• Establish and oversee a customer governance structure, including regular reviews and communication channels.
• Take ownership of resolving customer issues, collaborating with internal teams for timely resolution.
• Lead regular meetings with accounts, including 1-on-1s with key contacts.
• Negotiate complex renewal terms.
• Adhere to CSM processes, metrics, and tools.
• Log activities and outcomes accurately in CRM tools.
• Meet or exceed activity metrics and service level objectives.
• Share best practices and coach team members.
• Collaborate effectively within the team and provide feedback for continuous improvement.
• Perform other duties as assigned.

What will you bring?

• 10+ years' experience in a customer-facing role, preferably in B2B and/or SaaS environments.
• BA/BS degree in business, technology, or equivalent experience, with 5+ years in customer success.
• Knowledge of financial services sectors like Banks, Broker Dealers, Hedge Funds, Private Equity, FinTech, VC funds, and their technology needs is a plus.
• Excellent oral and written communication skills.
• Intellectual curiosity and technical understanding.
• Skilled in matrix management and leadership.
• Strong organizational skills.
• Ability to handle multiple tasks confidently.
• Quick problem-solving skills and adaptability.
• Proven success in enhancing customer health and satisfaction, fostering loyalty and advocacy.
• Experience with tools like Salesforce, Gainsight, and Jira.

About our culture

Smarsh values lifelong learners who innovate with purpose, humility, and humor. Collaboration is central to our work. We partner with leading communication and cloud infrastructure platforms, leveraging AI/ML technology to innovate at scale. We are a diverse, global organization committed to inclusivity and authenticity. Our leadership, culture, and development opportunities have earned us awards from Comparably.com as a top place to work. Join us to see what the best of your career looks like.