Strategic Customer Success Manager – Enterprise, Financial Services

Role Overview

• Create value for the customer by knowing, tracking, and managing customer’s business objectives tied to Smarsh solutions.
• Know your accounts and their organization structure. Establish, maintain and grow senior executive relationships for your accounts.
• Partner with Account Executive to develop long-term strategic account plan and lead substantial portions of the strategic account plan.
• Drive and track customer adoption of Smarsh products and services.
• Proactively identifying strategic growth opportunities while providing value with what the customer has today.
• Measure and report on customer health.
• Identify appropriate steps or resources and lead effort to improve customer health.
• Proactively identify At Risk Clients and define escalation and remediation plans. This includes any cross-departmental collaboration as needed.
• Establish and oversee a comprehensive customer governance structure with clear processes, cadence, and communication channels including Executive Business Reviews.
• Take ownership for resolving customer issues; Partner with other internal teams to ensure escalated issues are being resolved in a timely manner.
• Lead weekly or monthly meetings for assigned accounts, including 1-on-1s with key customer contacts.
• Negotiate complex renewal terms.
• Adhere to defined CSM processes, metrics, and tools.
• Track activities in CRM tools and accurately log outcomes of customer discussions.
• Consistently meet or exceed target customer activity metrics and SLO’s.
• Identify best practices and coach throughout Customer success team.
• Work as part of a collaborative team and provide feedback for improvement to internal stakeholders.
• Other duties as assigned.

Requirements

• 10+ years’ experience in a customer-facing role, preferably 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 respective technology needs is a big advantage.
• Extremely strong oral and written communication skills.
• Intellectual Curiosity and technical acumen.
• Skilled at matrix management and using leadership skills to achieve goals.
• Demonstrated mastery of organization skills.
• Confident in juggling multiple tasks.
• Ability to quickly understand questions and problem solving.
• Proven results in driving customer health and satisfaction resulting in loyalty and advocacy.
• Knowledge of working in tools like Salesforce, Gainsight and Jira.