The Customer Success team is our customer’s trusted partner and advocate, with the goal of driving our customer’s success and establishing loyal relationships with Smarsh.  Customer Success provides business-level relationship management to drive maximum lifetime value for Smarsh.  Customer Success is actively involved customers to build relationships, promote product adoption, address issues, identify new business opportunities, negotiate contract terms, and identifying ongoing promotion of the value of Smarsh solutions. 

 

This includes but is not limited to processing At Risk cases, escalating client needs internally, following up on survey responses, tracking action items and follow up for addressing client inbound questions, resolving invoice questions or changes, processing downgrades, cancellations, and export requests. this also includes renewal management, identifying uplift opportunities and quarterbacking on-time signature. 

 

For our largest customers, this includes servicing as the relationship manager, partnering across the organization to support the customer managing all commercial aspects of the relationship.