Smarsh

Customer Success Manager, Corp 3

Posted 3 Days Ago

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Portland, OR, USA

Hybrid

80K-100K Annually

Mid level

Software

The Role

Manage mid-market customer accounts, driving adoption, retention, renewals, contract changes, billing resolution, and expansion opportunities. Build executive relationships, conduct business reviews, manage at-risk cases, resolve escalations, and coordinate internal teams. Prepare quotes, secure purchase orders, track customer activity in Salesforce, and deliver training or recommend professional services. Maintain customer satisfaction, loyalty, and advocacy while meeting activity and service-level targets.

Summary Generated by Built In

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary

The Customer Success team is our customer’s trusted partner and advocate, with the goal of driving our customer’s success and establishing loyal relationships with Smarsh. Customer Success provides business-level relationship management to drive maximum lifetime value for Smarsh. Customer Success is actively involved customers to build relationships, promote product adoption, address issues, identify new business opportunities, negotiate contract terms, and identifying ongoing promotion of the value of Smarsh solutions.

This includes but is not limited to processing At Risk cases, escalating client needs internally, following up on survey responses, tracking action items and follow up for addressing client inbound questions, resolving invoice questions or changes, processing downgrades, cancellations, and export requests. this also includes renewal management, identifying uplift opportunities and quarterbacking on-time signature.

For our largest customers, this includes servicing as the relationship manager, partnering across the organization to support the customer managing all commercial aspects of the relationship.

What will you do?

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 (~100k - 1mil ARR), typically a territory of approximately 35+ 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
1+years' experience in SMB 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
MS Office Suite knowledge (PPT)

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.

Skills Required

3+ years of experience in customer service, customer success, or inside sales, preferably in financial services or another highly regulated industry
1+ years of experience in an SMB role or similar
BA/BS degree, or 4+ years of customer success experience in lieu of a degree
Completion of external customer success learning
Effective oral and written communication skills
Strong organizational skills
Detail-oriented work style
Ability to manage multiple tasks
Ability to quickly understand questions and solve problems
Proven results driving customer health and satisfaction, loyalty, and advocacy
Ability to deliver presentations to senior leaders, accounting, or technical audiences
Knowledge of Microsoft Office Suite, including PowerPoint

Smarsh Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Smarsh and has not been reviewed or approved by Smarsh.

Leave & Time Off Breadth — Time off is characterized by unlimited PTO, generous vacation allowances, and paid holidays, with policies that support taking time away. These elements are positioned as a core strength that helps balance lower base pay in some roles.
Wellbeing & Lifestyle Benefits — Perks include wellness programs, commuter and bike reimbursement, volunteer time off, peer recognition, remote-work support, and a sabbatical option. The variety of non-salary benefits contributes to a supportive work-life environment.
Retirement Support — A 401(k) with employer match and profit sharing is offered, with immediate vesting described for the match. This strengthens the long-term financial component of total rewards.