Strategic Customer Success Manager, Enterprise (Financial Services)

Smarsh
New York, Atlanta
Workplace: HybridFull timeUSD 160,000 - 175,000 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Executive communication","Customer relationship management","Strategic account planning","Problem solving","Organization"]

Own end-to-end customer outcomes for top enterprise accounts, driving adoption, growth, customer health, governance, and retention in partnership with Account Executives. Build and maintain senior executive relationships, execute strategic account plans, and proactively address at-risk customers with escalation and remediation. Lead recurring customer meetings, negotiate complex renewals, report on customer health, and ensure issues are resolved through cross-functional collaboration.

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Smarsh
Smarsh
1 day ago

Strategic Customer Success Manager, Enterprise (Financial Services)

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Last checked: 10 hours agoStatus: Live

Job Summary

Own end-to-end customer outcomes for top enterprise accounts, driving adoption, growth, customer health, governance, and retention in partnership with Account Executives. Build and maintain senior executive relationships, execute strategic account plans, and proactively address at-risk customers with escalation and remediation. Lead recurring customer meetings, negotiate complex renewals, report on customer health, and ensure issues are resolved through cross-functional collaboration.
Location: New York, Atlanta
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Know, track, and manage customers’ business objectives tied to Smarsh solutions to drive outcomes.
  • •Develop and execute long-term strategic account plans with Account Executives, including adoption, growth, and customer retention.
  • •Measure, report, and improve customer health; define escalation and remediation plans for at-risk clients and lead governance cadence.
  • •Take ownership of resolving customer issues by partnering with internal teams to ensure timely resolution.
  • •Negotiate complex renewal terms and lead weekly or monthly customer meetings, while adhering to CSM processes, metrics, and tools.

Pay and Benefits

Salary: USD 160,000 - 175,000 annually

Key Requirements

  • •10+ years’ experience in a customer-facing role in B2B and/or SaaS environments.
  • •BA/BS degree in business/technology or comparable experience, plus 5+ years’ experience in Customer Success.
  • •Executive-level communication and presentation skills.
  • •Understanding of financial services firms (e.g., banks, broker-dealers, hedge funds, private equity, FinTech, VC funds) and their technology needs is an advantage.
  • •Experience using tools like Salesforce, Gainsight and Jira.
Experience:10+ yearsB2BSaaSFinancial servicesFinTechVC fundsPrivate equityHedge fundsRegulated industries
Education:Bachelor's in business/technology
Skills:Executive communicationCustomer relationship managementStrategic account planningProblem solvingOrganization
Tech Stack:SalesforceGainsightJiraCRM

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
WebsiteLinkedIn