Customer Success Manager, Corp 3

Smarsh; Portland, Northern (OR, KY); Hybrid; USD 80,000 - 100,000; Full time

Job summary

Smarsh is hiring in Portland to support a fast-growing customer base in regulated industries. You will serve as a trusted partner for mid-market accounts, driving adoption, renewal opportunities, and overall customer success.

Join a team focused on building loyal relationships, addressing client needs, and delivering value through Smarsh solutions with strong collaboration across internal teams and leadership.

Qualifications

• 3+ years' experience with customer service, customer success or inside sales, preferably in regulated industries
• 1+ years' experience in SMB role or similar
• BA/BS degree or 4+ years experience in customer success in lieu of a degree
• 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
• Ability to deliver presentations to Sr leaders and technical audiences
• MS Office Suite knowledge (PowerPoint)

Responsibilities

• Deliver high level of responsiveness to assigned Mid-Market tier accounts
• Work with clients via Retention Cases, prevent and manage churn
• Track activity in Salesforce.com and log outcomes of customer discussions
• Maintain daily/weekly meetings for assigned accounts (~100k - 1mil ARR) across ~35+ accounts
• Prepare and host Business Reviews for top accounts
• Meet or exceed target customer activity metrics and SLOs
• Manage assigned client contracts, invoices, billing, SLA reporting requirements
• Process contract changes including add-ons, downgrades, cancellations
• Create accurate quotes and obtain purchase orders for Smarsh services
• Identify additional add-on services to grow accounts, partner with sales
• Drive renewal opportunities and closure
• Identify At Risk Clients and remediation paths
• Resolve customer issues with cross-functional teams
• Drive adoption of Smarsh products via trainings and professional services
• Work collaboratively and provide feedback for improvements

Skills

Customer service

Communication skills

Organizational skills

Problem solving

Presentation skills

MS Office proficiency

Education

BA/BS degree or equivalent experience in customer success

Tools

Salesforce

MS PowerPoint

MS Excel

Job description

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 counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary

The Customer Success team is our customer’s trusted partner and advocate, with the goal of driving our customer’s success and establishing loyal relationships with Smarsh. Customer Successprovides business-level relationship management to drive maximum lifetime value for Smarsh. Customer Success is actively involved customers to build relationships, promote product adoption, address issues, identify new business opportunities, negotiate contract terms, and identifying ongoing promotion of the value of Smarsh solutions.

This includes but is not limited to processing At Risk cases, escalating client needs internally, following up on survey responses, tracking action items and follow up for addressing client inbound questions, resolving invoice questions or changes, processing downgrades, cancellations, and export requests. this also includes renewal management, identifying uplift opportunities and quarterbacking on-time signature.

For our largest customers, this includes servicing as the relationship manager, partnering across the organization to support the customer managing all commercial aspects of the relationship.

What will you do?

• Deliver high level of responsiveness to assigned Mid-Market tier accounts
• Work with clients via Retention Cases, prevent and manage churn
• Tracks activity in SalesForce.com, and accurately logs outcomes of customer discussions
• Maintains daily/weekly meetings for assigned accounts (~100k - 1mil ARR), typically a territory of approximately 35+ accounts
• Prepares and hosts Business Reviews for top assigned accounts in territory
• Consistently meet or exceeds target customer activity metrics and SLOs
• Manage assigned client contracts, invoices, billing, SLA reporting requirements
• Process contract changes including add-on services, downgrades, cancellations
• Create accurate quotes and obtain purchase orders for Smarsh services (exports, imports, 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 recommending 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

What will you bring?

• 3+ years' experience with customer service, customer success or inside sales preferably for the financial industry or similar highly regulated industry
• 1+years' experience in SMB role or similar
• BA/BS degree or 4+ years experience in customer success in lieu of a degree
• Completion of Customer Success outside learning
• 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 Sr leaders, accounting, &/or technical audiences
• MS Office Suite knowledge (PPT)

$80,000 - $100,000 a year

The above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting. Any applicable bonus programs will be discussed during the recruiting process.

The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training.

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work 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. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.