Enterprise Customer Success Manager

Who you are

You have a proven track record in customer success management, ideally within enterprise environments, where you've successfully navigated complex business objectives and developed strong relationships with clients. Your experience includes managing customer adoption and growth, ensuring that clients achieve their desired outcomes while using your company's products. You are a trusted partner to your customers, capable of understanding their unique needs and challenges, and you thrive in a collaborative environment where you work closely with account executives to drive customer satisfaction and retention.

You possess excellent communication skills, allowing you to articulate value propositions effectively and engage with stakeholders at all levels. Your analytical mindset enables you to assess customer health and identify opportunities for improvement, ensuring that clients are not only satisfied but also advocates for your company. You are proactive in addressing potential issues before they escalate, demonstrating your commitment to customer success.

Desirable

Experience working with Fortune 500 companies or in regulated industries is a plus, as it equips you with the knowledge to handle the complexities of enterprise customer needs. Familiarity with customer success metrics and tools will enhance your ability to track progress and drive results.

What you'll do

In this role, you will be responsible for managing the end-to-end customer lifecycle for our top enterprise accounts. This includes onboarding new clients, ensuring they are effectively utilizing our solutions, and driving adoption across their organizations. You will work closely with account executives to develop strategies that promote customer growth and retention, acting as a consultant to help clients navigate their business objectives.

You will regularly assess customer health and satisfaction, using data-driven insights to inform your approach and identify areas for improvement. Your role will involve conducting regular check-ins with clients, gathering feedback, and addressing any concerns they may have. You will also be responsible for developing and delivering training sessions to ensure clients are fully equipped to leverage our products effectively.

Collaboration is key in this position, as you will partner with various internal teams, including product development and marketing, to relay customer feedback and advocate for enhancements that will benefit our clients. You will play a crucial role in fostering long-term relationships with customers, ensuring they see the value in our solutions and remain engaged with our brand.

What we offer

At Smarsh, we pride ourselves on our innovative culture and commitment to customer success. You will have the opportunity to work with a diverse range of clients and contribute to their success while also growing your own skills and career. We offer a supportive environment where your contributions are valued, and you can make a real impact on our customers' experiences. Join us in our mission to empower organizations to manage risk and unleash intelligence in their digital communications.