Manage a Mid-Market portfolio (~120 small business accounts, $40-100k ARR), drive renewals and retention, log activities in Salesforce, prepare business reviews, handle contracts/invoicing/quotes, identify upsell opportunities, lead trainings, resolve escalations, and collaborate with internal teams to improve customer adoption and satisfaction.
Smarsh is seeking a Customer Success Manager to be part of the growing Smarsh Customer Success Team. In this role you will be responsible for managing the needs of Small Business clients, resolving inbound questions, and maintaining the monthly renewal processing.
Ultimately, you will assist Small Business clients in achieving their business goals and finding the most value with their investment in Smarsh products. You are the customer’s trusted partner, with the goal of driving our customer’s success and establishing loyal relationships with Smarsh.
How will you contribute?
- Demonstrates capability to excel in MM CSM responsibilities
- Ability to manage territory and drive ownership of a Smarsh directed project or program
- Serves as an SME for Smarsh processes and procedures, able to coach or onboard other CSMs
- 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 (~40- 100k ARR), typically a territory of approximately 120 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 -or- 1.5+years' experience in MM 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
- Intermediate knowledge of the Smarsh or heritage Actiance Product Suite
- MS Office Suite knowledge (PPT)
- Ability to independently navigate ambiguity
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