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The Role
Manage end-to-end lifecycle for top enterprise accounts: drive adoption, retention, health, governance, executive relationships, renewals, and strategic growth. Act as trusted consultant, lead escalations, run executive reviews, track metrics in CRM, and partner with sales and product teams to deliver customer outcomes and identify expansion opportunities.
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
Smarsh is looking for a Strategic Senior Customer Success Manager to serve as the executive-level owner of some of our most critical enterprise relationships.
You'll operate as a trusted advisor and business partner to senior stakeholders both within Smarsh and at the customer, translating complex regulatory, operational, and technology objectives into a clear roadmap for maximizing value. The full customer lifecycle is yours to own, including adoption, health, governance, renewal, and expansion. In the role, you will be the connective tissue between the customer's evolving priorities and Smarsh's product and executive teams.
How will you contribute?
- Know your accounts inside and out: their business objectives, organizational structure, and how Smarsh solutions tie to what matters to them
- Establish, maintain, and grow senior executive relationships across your accounts
- Partner with the Account Executive to build and lead the long-term strategic account plan
- Drive and track customer adoption of Smarsh products and services
- Proactively identify growth opportunities while continuing to prove value from what the customer already has
- Measure and report on customer health, and lead the effort to improve it where needed, including mobilizing internal resources
- Identify risk early and own the escalation and remediation plans, coordinating across departments as needed
- Take ownership of customer issues from start to finish, partnering with internal teams to ensure timely resolution
- Establish and oversee a comprehensive governance structure with clear processes, cadence, and communication channels, including Executive Business Reviews
- Lead recurring meetings for your accounts, from EBRs to 1:1s with key contacts
- Negotiate complex renewal terms
- Track activity and outcomes accurately in CRM tools, and consistently meet or exceed customer activity metrics and SLAs
- Identify best practices and coach across the Customer Success team
- Contribute as a collaborative teammate, offering feedback that improves how the broader organization operates
Own the relationship
Drive outcomes
Run the operating rhythm
Raise the bar
What will you bring?
- 15+ years in a customer-facing role managing large-scale relationships with major financial services firms, either in a vendor Customer Success or Account Management role, or in a senior internal relationship management function
- BA/BS in business, technology, or a related field, or comparable experience
- Direct experience working in or with large financial services institutions
- Executive level communication and presentation skills, with the confidence to operate in the C-suite
- Intellectual curiosity paired with real technical acumen
- Skilled at matrix management and able to drive outcomes through influence, not just authority
- Exceptional organizational skills and the ability to juggle multiple high-stakes priorities without losing precision
- Sharp problem-solving instincts and the ability to get to the heart of a question quickly
- A track record of turning customer health into loyalty and advocacy
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
- 10+ years' experience in a customer-facing role 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 technology needs
- Executive-level communication and presentation skills
- Technical acumen and intellectual curiosity
- Skilled at matrix management and leadership to achieve goals
- Demonstrated mastery of organizational skills and ability to juggle multiple tasks
- Proven results driving customer health, satisfaction, loyalty and advocacy
- Experience working in tools like Salesforce, Gainsight and Jira
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.
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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.
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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.
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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.
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The Company
What We Do
Smarsh provides cloud-based archiving and compliance solutions for companies in regulated and litigious industries.
