Smarsh

2 days ago

Customer Success Manager - Mid Market

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Own the health and renewal outcomes for Mid-Market clients by managing a territory, driving responsiveness, and working through retention cases to prevent churn. Track customer activity, conduct business reviews, manage contracts, billing, SLA reporting, and renewal closure. Serve as an SME who coaches other CSMs, lead trainings to increase adoption of Smarsh products, and partner with internal teams to resolve escalated customer issues.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Manage the needs of Mid-Market clients, resolving inbound questions and maintaining monthly renewal processing
•Drive retention outcomes by working via retention cases, preventing and managing churn, and identifying at-risk clients with remediation paths
•Track customer activity and accurately log outcomes of customer discussions; maintain daily/weekly account meetings and run business reviews for top accounts
•Manage assigned client contracts, invoices, billing, SLA reporting requirements, and process contract changes (add-ons, downgrades, cancellations)
•Increase customer adoption through leading trainings and recommending professional services custom trainings; partner with internal teams to resolve escalated issues

Pay and Benefits

Salary: USD 70,000 - 75,000 annually

Key Requirements

•3+ years' experience with customer service, customer success, or inside sales, preferably in the financial or similarly regulated industry; or 1.5+ years in a Mid-Market (MM) role
•BA/BS degree or 4+ years' experience in customer success in lieu of a degree
•Completion of Customer Success outside learning
•Effective oral and written communication skills with the ability to deliver presentations to senior leaders, accounting, and/or technical audiences
•Intermediate knowledge of the Smarsh or heritage Actiance Product Suite and proficiency with MS Office Suite (PPT)

Experience:1+ yearsFinancial industryHighly regulated industry

Education:Bachelor's

Skills:CommunicationOrganizational skillsProblem-solvingPresentation skillsAttention to detail

Tech Stack:SalesForce.comSalesforce.comMS OfficePowerPointPPT

Company Brief

Smarsh

Provides cloud-based archiving, compliance, and e-discovery solutions that capture, retain, and monitor electronic communications across email, social media, mobile, and collaboration platforms for regulated industries.

Industry: RegTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Portland, United States

Founded: 2001

Website LinkedIn

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Smarsh

2 days ago

Customer Success Manager - Mid Market

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Manage the needs of Mid-Market clients, resolving inbound questions and maintaining monthly renewal processing
•Drive retention outcomes by working via retention cases, preventing and managing churn, and identifying at-risk clients with remediation paths
•Track customer activity and accurately log outcomes of customer discussions; maintain daily/weekly account meetings and run business reviews for top accounts
•Manage assigned client contracts, invoices, billing, SLA reporting requirements, and process contract changes (add-ons, downgrades, cancellations)
•Increase customer adoption through leading trainings and recommending professional services custom trainings; partner with internal teams to resolve escalated issues

Pay and Benefits

Salary: USD 70,000 - 75,000 annually

Key Requirements

•3+ years' experience with customer service, customer success, or inside sales, preferably in the financial or similarly regulated industry; or 1.5+ years in a Mid-Market (MM) role
•BA/BS degree or 4+ years' experience in customer success in lieu of a degree
•Completion of Customer Success outside learning
•Effective oral and written communication skills with the ability to deliver presentations to senior leaders, accounting, and/or technical audiences
•Intermediate knowledge of the Smarsh or heritage Actiance Product Suite and proficiency with MS Office Suite (PPT)

Experience:1+ yearsFinancial industryHighly regulated industry

Education:Bachelor's

Skills:CommunicationOrganizational skillsProblem-solvingPresentation skillsAttention to detail

Tech Stack:SalesForce.comSalesforce.comMS OfficePowerPointPPT

Company Brief

Smarsh

Industry: RegTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Portland, United States

Founded: 2001

Website LinkedIn