Strategic Customer Success Manager, Enterprise (Financial Services)

Smarsh•Atlanta, NY

19h

About The Position

Smarsh is seeking a Strategic Senior Customer Success Manager to join our Enterprise Customer Success organization. As part of the organization, you will be delivering customer outcomes to our top enterprise accounts and working with Fortune 500 caliber clients across the world. This includes end-to-end customer life cycle managing customer adoption and growth, health, governance, and retention in partnership with your Account Executives. You are customer’s consultant and trusted partner who can navigate complex business objectives and develop them into Smarsh champions.

Requirements

10+ years’ experience in a customer-facing role in B2B and/or SaaS environments.
BA/BS degree in business/technology or comparable experience and 5+ years’ experience in Customer Success.
Understanding of and familiarity with Banks, Broker Dealers, Hedge Funds, Private Equity, FinTech, VC funds and their respective technology needs is a big advantage.
Executive level communication and presentation skills.
Intellectual curiosity and technical acumen.
Skilled at matrix management and using leadership skills to achieve goals.
Demonstrated mastery of organizational 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.
Experience working in tools like Salesforce, Gainsight and Jira.

Responsibilities

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 identify 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.