Customer Success Manager - Mid Market

23 hours, 20 minutes ago
Full-time
Mid Level
Customer and Technical Support
Smarsh

Smarsh

Smarsh provides cloud-based archiving and compliance solutions that help organizations in regulated and litigious industries manage the risks associated with their electronic communications across more than 80 channels.

IT Services
251-1K
Founded 2001
$44M raised

Description

  • Manage the needs of Small Business and assigned Mid-Market clients, including day-to-day account support.
  • Resolve inbound customer questions and handle retention cases to prevent churn.
  • Maintain monthly renewal processing and drive closure of renewal business.
  • Track customer activity and outcomes in Salesforce.com.
  • Manage client contracts, invoices, billing, SLA reporting, and contract changes.
  • Prepare and host business reviews for top accounts in the territory.
  • Identify at-risk clients and coordinate remediation plans with internal teams.
  • Drive adoption of Smarsh products through trainings, best practices, and Professional Services recommendations.
  • Partner with sales on additional services and new opportunities within accounts.
  • Serve as a subject matter expert on Smarsh processes and procedures and help coach or onboard other CSMs.

Requirements

  • 3+ years of experience in customer service, customer success, or inside sales, preferably in financial services or another highly regulated industry, or 1.5+ years in a Mid-Market role.
  • BA/BS degree, or 4+ years of customer success experience in lieu of a degree.
  • Completion of Customer Success outside learning.
  • Strong oral and written communication skills.
  • Strong organizational skills and attention to detail.
  • Ability to manage multiple tasks and navigate ambiguity.
  • Ability to quickly understand customer questions and solve problems.
  • Proven results improving customer health, satisfaction, loyalty, and advocacy.
  • Ability to deliver presentations to senior leaders, accounting, and/or technical audiences.
  • Intermediate knowledge of the Smarsh or heritage Actiance product suite.
  • Proficiency with Microsoft Office Suite, including PowerPoint.

Interested in this position?

Apply directly on the company website

Apply Now

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