Enterprise Customer Success Manager
Smarsh
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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About the role
- 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.
Benefits
- Collaborate with the most popular communications platforms
- Work with world’s leading cloud infrastructure platforms
- Opportunity to develop as a lifelong learner
- Access to latest AI/ML technology
- Opportunities for everyone to be their authentic self
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successstrategic account planningcustomer health measurementescalation and remediation planningnegotiationB2BSaaSmatrix managementproblem solvingcustomer satisfaction
Soft skills
oral communicationwritten communicationintellectual curiosityleadershiporganizationmultitaskingcollaborationcoachingfeedbackrelationship management