Customer Success Manager

• 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, including 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.

Strategic Customer Success Manager, Enterprise

Customer Success Associate

Customer Success Associate

Client Experience Specialist – Onboarding

Customer Success Manager – Federal

Senior Manager, CRM Member Marketing