Customer Success Manager - Mid Market

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