Note: The job is a remote job and is open to candidates in USA. Smarsh is seeking a Sr. Customer Success Manager to join our Public Sector Customer Success organization. In this role, you will own a portfolio of public sector accounts, managing the end-to-end customer lifecycle including adoption and growth, health, governance, and retention in partnership with your Account Executives.
Responsibilities
- Manage client communications and expectations with professionalism and responsiveness
- Consistently and accurately track and log customer communication in a client relationship management platform
- Prepare and host Business Reviews for top assigned accounts in book of business
- Effectively manage and drive closure of renewals
- Identify at-risk clients and determine the needed remediation path to minimize churn
- Take ownership of resolving customer issues, partnering with internal teams to escalate and resolve client requests in a timely manner
- Quickly analyze and identify the root cause of billing discrepancies
- Consistently meet or exceed time to resolution targets
- Partner with Sales and Product to identify growth opportunities
- Process contract changes including add-on services, downgrades, cancellations
- Provide valuable insights and best practices to customers based on their deployment
- Work as part of a collaborative team to act as the voice of the customer to internal stakeholders
- Serve as a subject matter expert for Smarsh processes and procedures
Skills
- 3+ years' experience with customer success, preferably supporting public sector or similarly regulated organizations
- A track record of building trusted, long-term relationships with customers
- Proven results driving customer health and satisfaction
- Ability to navigate multi-stakeholder organizations and earn credibility at every level, from IT administrators to agency directors
- Effective oral and written communication skills, including the ability to deliver presentations to senior agency leaders and technical audiences
- Ability to work both independently and collaboratively
- Strong organizational skills with the ability to manage multiple priorities and competing demands
- BA/BS degree or 4+ years of equivalent experience in customer success in lieu of a degree
- MS Office Suite proficiency
- Working familiarity with government procurement processes and budget cycles
Benefits
- Hybrid work model
- Work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms
- Use the latest in AI/ML technology to help our customers break new ground at scale
- Global organization that values diversity
- Providing opportunities for everyone to be their authentic self
- Comparably.com Best Places to Work Awards
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