Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Drive customer success for top enterprise accounts and build strong relationships with Fortune 500 clients.
- Company: Join Smarsh, a leader in digital communication risk management and innovation.
- Benefits: Competitive salary, diverse culture, and opportunities for professional growth.
- Why this job: Make a real impact by helping clients navigate complex business objectives and achieve success.
- Qualifications: 10+ years in customer-facing roles, preferably in B2B/SaaS, with strong communication skills.
- Other info: Collaborative environment focused on innovation, diversity, and personal development.
The predicted salary is between 36000 - 60000 £ per year.
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.
Smarsh is seeking a Strategic Customer Success Manager to join our Enterprise Customer Success organization in the near future. As part of the organization, you will be delivering customer outcomes to our top enterprise accounts and working with Fortune 500 caliber clients across the world. This includes end-to-end customer life cycle managing customer adoption and growth, health, governance, and retention in partnership with your Account Executives. You are customer’s consultant and trusted partner who can navigate complex business objectives and develop them into Smarsh champions.
How will you contribute?
- 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.
What will you bring?
- 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.
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.
Strategic Customer Success Manager - Enterprise employer: Smarsh, Inc.
Contact Detail:
Smarsh, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Strategic Customer Success Manager - Enterprise
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Smarsh on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Smarsh's products and the industries they serve. Show us that you’re not just another candidate; demonstrate how you can create value for our customers right from the get-go!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in the past. We love hearing about your wins and how you tackled challenges head-on.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. Plus, it shows us that you’re genuinely interested in joining the Smarsh team.
We think you need these skills to ace Strategic Customer Success Manager - Enterprise
Some tips for your application 🫡
Know Your Audience: Before you start writing, take a moment to understand who we are at Smarsh. Tailor your application to reflect our values and mission. Show us how your experience aligns with our goal of empowering customers in regulated industries.
Be Specific and Relevant: When detailing your experience, focus on specific achievements that relate to the role of Strategic Customer Success Manager. Use metrics and examples to illustrate how you've driven customer success in previous roles, especially in B2B or SaaS environments.
Show Your Communication Skills: Since strong communication is key for this role, make sure your application is clear and well-structured. Use concise language and avoid jargon unless it’s relevant. This is your chance to demonstrate your written communication prowess!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows initiative and enthusiasm for joining our team!
How to prepare for a job interview at Smarsh, Inc.
✨Know Your Stuff
Before the interview, dive deep into Smarsh's products and services. Understand how they help clients manage risks in digital communications. This knowledge will not only impress your interviewers but also show that you're genuinely interested in the role.
✨Build Relationships
Since this role involves managing senior executive relationships, practice discussing how you've built and maintained such connections in the past. Be ready to share specific examples of how you’ve navigated complex business objectives and turned clients into champions.
✨Show Your Strategic Side
Prepare to discuss your experience with strategic account planning. Think about how you've identified growth opportunities and improved customer health in previous roles. Highlight your ability to collaborate with teams and lead initiatives that drive customer success.
✨Be Data-Driven
Familiarise yourself with metrics and tools like Salesforce and Gainsight. Be prepared to talk about how you've used data to measure customer health and satisfaction. Showing that you can track and report on these metrics will demonstrate your analytical skills and commitment to results.
