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 leader for Customer Success Operations to join our Enterprise Customer Success organization. As part of leadership team reporting to VP, Customer Success, you will be trusted partner to advise on customer success objectives and metrics, manage tools and process to achieve them. In your role, you will drive scalability, efficiency, and measurable success. You will collaborate cross-functionally with various finance, business operations and revenue management functions to deliver insights into customer success.
How will you contribute?
- Report to internal management on customer renewals, upsell, cross sell, both for the past and forecast in terms of dashboards and presentations.
- Provide leading indicators of customer retention, health, adoption and growth potential based on metrics available through various internal tools.
- Implement and manage tools that support CSM activities in coordination with other internal business operations functions.
- Determine and deliver the templates and associated metrics for various customer touchpoints along the customer journey to ensure adoption, retention, and net promotor score.
- Deliver on customer communication templates for one-to-many customer communications that span across multiple areas as part of business-as-usual management.
- Detect early signals of at-risk customer, design playbooks for CSMs to address them, and provide path to escalation.
- Coordinate cross-functional processes that support the business by meeting retention and upsells metrics and ensure customer satisfaction.
- This is achieved by providing processes for CSMs that support following goals: Enables product feedback and dialogue with Product Management; Supports customer governance through onboarding, go-live and business as usual stages; Provides meaningful adoption metrics that can be shared with customers and internally; Align with support processes to enable issue prioritization and tracking.
- Manage renewal process and numbers including forecast on growth & risk and churn & upsell.
- Determine metrics for CSM performance through CRM tools.
- Support hiring needs based on CSM allocation across tiered customer base.
- Enable CSMs to function effectively by providing process documentation and training.
- Own and manage CSM onboarding plan.
- Provide leadership and guidance to customer success operations team members to consistently think of process efficiency and simplification, measurement, analytics, and trends.
- Ability to analyze data as its input through various sources and what business intelligence it provides.
- Passion for designing processes that scale.
- Strong communication and influencing skills.
- Strong understanding of Customer Success KPIs, metrics, and the processes to support or improve delivery.
- Intellectual Curiosity and strong technical acumen.
- 7+ years’ experience in project management, operations, or related role in a SaaS business
- Advanced knowledge of SFDC, Gainsight, Jira, MS Office Suite knowledge (PPT), and Project-based tools (MS Project, Smartsheet, etc.)
- 2+ years’ experience in process improvement and automation across customer success service delivery.
$150,000 - $180,000 a yearThe above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting. Any applicable bonus programs will be discussed during the recruiting process. The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training.
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.Apply for this job
