Customer Success Manager - Mid Market

@ Smarsh

Customer Success Manager - Mid Market

Posted 1 week ago

About the job

Smarsh provides compliance and risk management solutions. This role focuses on managing small business client accounts, ensuring customer satisfaction, retention, and driving product value and loyalty.

Requirements

3+ years customer service experience
Experience in customer success or inside sales
Effective communication skills
Strong organizational skills
Proficiency in multitasking

Qualifications

BA/BS degree or 4+ years customer success
Completion of customer success training
Ability to analyze and resolve issues
Experience with customer retention
Proven results in customer satisfaction

Full job description

Smarsh is seeking a Customer Success Manager to be part of the growing Smarsh Customer Success Team. In this role you will be responsible for managing the needs of Small Business clients, resolving inbound questions, and maintaining the monthly renewal processing.

Ultimately, you will assist Small Business clients in achieving their business goals and finding the most value with their investment in Smarsh products. You are the customer’s trusted partner, with the goal of driving our customer’s success and establishing loyal relationships with Smarsh.

How will you contribute?

Demonstrates capability to excel in MM CSM responsibilities

Ability to manage territory and drive ownership of a Smarsh directed project or program

Serves as an SME for Smarsh processes and procedures, able to coach or onboard other CSMs

Deliver high level of responsiveness to assigned Mid-Market tier accounts

Work with clients via Retention Cases, prevent and manage churn

Tracks activity in SalesForce.com, and accurately logs outcomes of customer discussions

Maintains daily/weekly meetings for assigned accounts (~40- 100k ARR), typically a territory of approximately 120 accounts

Prepares and hosts Business Reviews for top assigned accounts in territory

Consistently meet or exceeds target customer activity metrics and SLOs

Manage assigned client contracts, invoices, billing, SLA reporting requirements

Process contract changes including add-on services, downgrades, cancellations

Create accurate quotes and obtain purchase orders for Smarsh services (exports, imports, 1x training fees)

Identify additional add on services to grow account, partner with sales for new opportunities identified

Effectively manage and drive closure of renewal business

Identify At Risk Clients and determine needed remediation path

Take ownership for resolving customer issues; Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met.

Drive client adoption of Smarsh products and services via leading trainings or recommending for Professional Services custom trainings; provide valuable insights and best practices to customers based on their deployment

Work as part of a collaborative team and provide feedback for improvement to internal stakeholders

What will you bring?

3+ years' experience with customer service, customer success or inside sales preferably for the financial industry or similar highly regulated industry -or- 1.5+years' experience in MM role or similar

BA/BS degree or 4+ years' experience in customer success in lieu of a degree

Completion of Customer Success outside learning

Effective oral and written communication skills

Strong organizational skills

Detail oriented

Proficiency at juggling multiple tasks

Ability to quickly understand questions and problem solve

Proven results in driving customer health and satisfaction resulting in loyalty and advocacy

Ability to deliver presentations to Sr leaders, accounting, &/or technical audiences

Intermediate knowledge of the Smarsh or heritage Actiance Product Suite

MS Office Suite knowledge (PPT)

Ability to independently navigate ambiguity

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