Sr. Customer Success Manager, Public Sector

Smarsh•Atlanta, NY

18h

About The Position

Smarsh is seeking a Sr. Customer Success Manager to join our Public Sector Customer Success organization. In this role, you will own a portfolio of public sector accounts, managing the end-to-end customer lifecycle including adoption and growth, health, governance, and retention in partnership with your Account Executives. You will provide business-level relationship management that drives lasting value for our customers and Smarsh alike. If you are passionate about building meaningful relationships, making a real impact on your customers' success, and being the person they count on, we want to hear from you.

Requirements

3+ years' experience with customer success, preferably supporting public sector or similarly regulated organizations
A track record of building trusted, long-term relationships with customers
Proven results driving customer health and satisfaction
Ability to navigate multi-stakeholder organizations and earn credibility at every level, from IT administrators to agency directors
Effective oral and written communication skills, including the ability to deliver presentations to senior agency leaders and technical audiences
Ability to work both independently and collaboratively
Strong organizational skills with the ability to manage multiple priorities and competing demands
BA/BS degree or 4+ years of equivalent experience in customer success in lieu of a degree
MS Office Suite proficiency

Nice To Haves

Working familiarity with government procurement processes and budget cycles

Responsibilities

Manage client communications and expectations with professionalism and responsiveness
Consistently and accurately track and log customer communication in a client relationship management platform
Prepare and host Business Reviews for top assigned accounts in book of business
Effectively manage and drive closure of renewals
Identify at-risk clients and determine the needed remediation path to minimize churn
Take ownership of resolving customer issues, partnering with internal teams to escalate and resolve client requests in a timely manner
Quickly analyze and identify the root cause of billing discrepancies
Consistently meet or exceed time to resolution targets
Partner with Sales and Product to identify growth opportunities
Process contract changes including add-on services, downgrades, cancellations
Provide valuable insights and best practices to customers based on their deployment
Work as part of a collaborative team to act as the voice of the customer to internal stakeholders
Serve as a subject matter expert for Smarsh processes and procedures