Senior Director of Customer Success
Frontify
Strategic Customer Success Manager, Enterprise
Smarsh
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteSalary
💰 $160,000 - $180,000 per year
Job Level
SeniorLead
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, 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.
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.
