Enterprise Customer Success Manager
London
Divisions – Outcome Management /
Full-Time /
Hybrid
Summary
As part of our Enterprise customer success team, you will be delivering customer success to our mid-market 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 and maintain 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.
- Own and execute on customer governance structure with clear processes, cadence, and communication channels including 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. Effectively manage and drive closure of renewal business including quote creation.
- Adhere to defined CSM processes, metrics, and tools.
- Track activities in CRM tools and accurately log outcomes of customer discussions.
- Manage assigned customer contracts, invoices, billing, SLA reporting requirements.
- Consistently meet or exceed target customer activity metrics and SLO’s.
- Work as part of a collaborative team and provide feedback for improvement to internal stakeholders.
- Other duties as assigned.
What will you bring?
- 5+ years’ experience in a customer-facing role, preferably in B2B and/or SaaS environments.
- BA/BS degree in business/technology or comparable experience and 3+ years’ experience in customer success.
- 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.
