About this Sr. Customer Success Manager, Public Sector role at Smarsh

Smarsh · Hybrid · Portland

Who are we?

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.

Summary

Smarsh is seeking a Sr. Customer Success Manager to join our Public Sector Customer Success organization. In this role, you will own a portfolio of public sector accounts, managing the end-to-end customer lifecycle including adoption and growth, health, governance, and retention in partnership with your Account Executives. You will provide business-level relationship management that drives lasting value for our customers and Smarsh alike.

If you are passionate about building meaningful relationships, making a real impact on your customers' success, and being the person they count on, we want to hear from you.

How will you contribute?

Manage client communications and expectations with professionalism and responsiveness

Consistently and accurately track and log customer communication in a client relationship management platform

Prepare and host Business Reviews for top assigned accounts in book of business

Effectively manage and drive closure of renewals

Identify at-risk clients and determine the needed remediation path to minimize churn

Take ownership of resolving customer issues, partnering with internal teams to escalate and resolve client requests in a timely manner

Quickly analyze and identify the root cause of billing discrepancies

Consistently meet or exceed time to resolution targets

Partner with Sales and Product to identify growth opportunities

Process contract changes including add-on services, downgrades, cancellations

Provide valuable insights and best practices to customers based on their deployment

Work as part of a collaborative team to act as the voice of the customer to internal stakeholders

Serve as a subject matter expert for Smarsh processes and procedures

What will you bring?

3+ years' experience with customer success, preferably supporting public sector or similarly regulated organizations

A track record of building trusted, long-term relationships with customers

Proven results driving customer health and satisfaction

Ability to navigate multi-stakeholder organizations and earn credibility at every level, from IT administrators to agency directors

Effective oral and written communication skills, including the ability to deliver presentations to senior agency leaders and technical audiences

Working familiarity with government procurement processes and budget cycles (preferred)

Ability to work both independently and collaboratively

Strong organizational skills with the ability to manage multiple priorities and competing demands

BA/BS degree or 4+ years of equivalent experience in customer success in lieu of a degree

MS Office Suite proficiency

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.

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About this Sr. Customer Success Manager, Public Sector role at Smarsh

Summary

How will you contribute?

What will you bring?

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