Smarsh
Smarsh enables organizations to manage the risk and uncover the value within their communications data.
cloud-based solutions • data-leak prevention • risk-based surveillance • information governance solutions • digital communications compliance
1001 - 5000
Enterprise Customer Success Manager
April 5
🔄 Hybrid – London
Smarsh
Smarsh enables organizations to manage the risk and uncover the value within their communications data.
cloud-based solutions • data-leak prevention • risk-based surveillance • information governance solutions • digital communications compliance
1001 - 5000
Description
• Delivering customer success to mid-market enterprise accounts and Fortune 500 caliber clients • Managing customer adoption and growth, health, governance, and retention • Partnering with Account Executives • Driving and tracking customer adoption of Smarsh products and services • Proactively identifying strategic growth opportunities • Measuring and reporting on customer health • Leading efforts to improve customer health • Resolving customer issues • Leading customer governance structures and processes • Negotiating complex renewal terms • Adhering to defined CSM processes, metrics, and tools • Tracking activities in CRM tools and accurately logging outcomes of customer discussions • Managing assigned customer contracts, invoices, billing, SLA reporting requirements • Consistently meeting or exceeding target customer activity metrics and SLO’s • Working as part of a collaborative team and providing feedback for improvement to internal stakeholders
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 3+ years’ experience in customer success • 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
Benefits
• Relentless innovation • Consistent leadership recognition from analysts like Gartner and Forrester • Sustained, aggressive growth • Inclusion in the annual Inc. 5000 list of fastest-growing American companies since 2008
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