Strategic Customer Success Manager

August 24

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Smarsh

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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

💰 Private Equity Round on 2016-01

Description

• 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.

Requirements

• 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.