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.

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 include 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 SMB book of business
• Work with clients via Retention Cases, prevent and manage churn
• Tracks activity in SalesForce.com, and accurately logs outcomes of customer discussions 
• Consistently meet or exceeds target customer activity metrics and SLOs 
• Address inbound customer questions for contracts, invoices, billing
• Process contract changes including add-on services, downgrades, cancellations 
• Analyzes customer contract, invoices, or billing related issues to identify necessary action to address client need
• 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 informing of training opportunities in the form of free public webinars and custom 1:1 training sessions
• Work as part of a collaborative team

What will you bring?

• 2+ years experience with customer service, customer success or inside sales preferably for the financial industry or similar highly regulated industry
• Bachelors degree, though experience in a related position with demonstrated success may be considered
• Self-motivation with a proven ability to perform well under pressure and against bold goals and deadlines
• Excellent communication, listening, influencing and training skills
• High-reaching, tenacious and results driven
• Validated ability to work across many departments to tackle problems and achieve results.
• Excellent organization, documentation and time management skills
• Experience using Salesforce of 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.