Customer Success Manager, Smarsh
Mid Market
$70-75k
Cloud-based archiving and compliance solutions
Posted today
Cloud-based archiving and compliance solutions
1001+ employees
Posted today
$70-75k
1001+ employees
Company mission
To enable customers to take advantage of the latest communication and collaboration tools, while staying ahead of compliance risk.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
The emergence of new digital communication technologies provides businesses with a great opportunity for growth. But regulated businesses need to ensure they carry out communications monitoring, archiving, and compliance to stay on the right side of regulators. This can be difficult to do with new tech - to the extent that some businesses are hesitant to adopt it at all.
Of course, there’s a substantial appetite for ways to get around this obstacle and therefore reap the business benefits of modern comms. Smarsh provides just that, with its suite of archive, storage, and monitoring tools. In the two decades since its founding, the platform has netted over 6,500 clients including top worldwide banks, brokerage firms, insurers, registered investment advisors, and state and local government agencies in the US.
This puts Smarsh in a formidable position going forward. The issue the company addresses is only getting more acute as the volume of communications increases, more tech is brought to market, and the hybrid work model pushes more communications online. Smarsh’s extensive, top-tier global reach will help it field this growing market opportunity.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (2 rounds)
May 2015
$28m
LATE VC
Sep 2007
$15.6m
LATE VC
Total funding: $43.6m
Company benefits
- Healthcare insurance: We provide medical, dental and vision insurance and a flexible spending account that allows you to set aside pre-tax dollars to pay for eligible out-of-pocket expenses
- Personal time off: A healthy work-life balance is critical to your success at the office. Smarsh offers a "take-what-you-need" time off policy as well as flexible work arrangements
- Recognition: We're big on kudos for a job well done. Our employee recognition program enables co-workers to nominate their peers who best embody our core values for recognition
- Life and disability insurance: Fully paid life and disability insurance coverage is provided from the day you start your job
- Wellness program: You're happier when you're healthier. So we reimburse a portion of employees' monthly health club expenses
- Retirement savings: We match a percentage of your retirement savings contributions. Smarsh employer match invests immediately, so it's yours from day one
- Sabbatical: The Smarsh sabbatical program provides a time to recharge, study or simply a time to do something you are passionate about away from the workplace. Employees are eligible after six years of service
- Giving back: Through our community partnership program, Full Circle, employees make a positive difference and receive paid time off for Full Circle activities so they can support the organizations that matter most to them
- Employee assistance program: We offer free and confidential assessments, short-term counseling, referrals and follow-up services to employees for personal or work-related issues to support their mental and emotional well-being
- Cellphones: To support our mobile and geographically dispersed workforce, we offer corporate cellular plan discounts with both AT&T and T-Mobile
- Getting here and home: Biking and taking public transit to work is not only cool but a smart and green thing to do. Smarsh proudly reimburses for monthly transit costs and biking expenses
- Parental leave: We want to support our colleagues who are starting a family. Smarsh offers paid leave to help you welcome your new bundle(s) of joy into the world
Company HQ
Portland Downtown, Portland, OR
Leadership
Stephen Marsh
(Founder & Chairman)Previously worked on capital market systems at Fidelity Investments, and then moved to a Senior Product Manager role at CCBN. They are also a board member at The Wild, Asset Compliance Inc., and ComplySci.
Share this job
View 18 more jobs at Smarsh