Smarsh

Customer Success Representative

Posted An Hour Ago

Hiring Remotely in US

Remote

Junior

Software

The Role

Supports customers by responding to inquiries, resolving service and billing issues, managing renewals and account adjustments, tracking interactions in Salesforce, and escalating needs internally. The role focuses on customer relationships, product adoption, issue resolution, contract and invoice analysis, and meeting resolution targets. Candidates should have at least one year of customer service, customer success, or inside sales experience, preferably in a regulated industry.

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.

We are looking for a motivated, entry-level Customer Success Representative who can be actively involved in building relationships, promoting product adoption, addressing issues, and identifying on-going promotion of the value of Smarsh solutions.

This includes but is not limited to: renewal management, escalating client needs internally, tracking follow up for client inbound questions, resolving invoice questions or changes, and processing downgrades, cancellations, and export requests.

How will you contribute?

Respond to inbound customer calls in a prompt manner
Resolve service problems by clarifying the customer's complaint, determining the cause of the problem, and explaining the best solution to solve the problem
Analyze customer contract, invoices, or billing related issues to identify necessary action to address client need
Track activity in Salesforce and accurately logs outcomes of customer discussions
Process customer account or billing adjustments
Consistently meet or exceed time to resolution targets
Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met.

What will you bring?

1+ years’ experience with customer service, customer success, or inside sales preferably for the financial industry or similar highly regulated industry
Self-motivation with a proven ability to perform well under pressure to meet goals and deadlines
Excellent communication, listening, influencing, and training skills
High-reaching, tenacious and results driven
Validated ability to work both independently and in a group environment
Excellent organization, documentation, and time management skills
Experience using Salesforce or equivalent CRM solution is a plus

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

At least 1 year of experience in customer service, customer success, or inside sales
Experience preferably in the financial industry or another highly regulated industry
Ability to perform well under pressure and meet goals and deadlines
Excellent communication, listening, influencing, and training skills
Results-driven, tenacious, and self-motivated
Ability to work independently and in a group environment
Excellent organization, documentation, and time management skills
Experience using Salesforce or an equivalent CRM solution

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.