Customer Success Manager - Enterprise (Financial Services)

1w1 week ago

Smarsh

London, GB · Full-time · £90,000 – £130,000

About this role

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Over 6500 organizations in regulated industries rely on Smarsh to spot compliance, legal or reputational risks across 80+ channels. Relentless innovation drives leadership recognition from Gartner and Forrester, with sustained growth on the Inc. 5000 list since 2008.

Smarsh seeks a Strategic Customer Success Manager for Enterprise Customer Success, delivering outcomes to top enterprise accounts and Fortune 500 clients worldwide. Manage end-to-end customer lifecycle including adoption, growth, health, governance, and retention alongside Account Executives. Serve as customer's consultant and trusted partner navigating complex business objectives.

Day-to-day involves creating value by tracking business objectives tied to Smarsh solutions, driving product adoption, and measuring customer health. Proactively identify growth opportunities and at-risk clients, leading remediation with cross-departmental collaboration. Establish governance structures with Executive Business Reviews and lead account meetings.

Partner with Account Executives on strategic account plans, negotiate renewals, and resolve issues timely with internal teams. Work collaboratively, coach the Customer Success team on best practices, and track activities in CRM tools. Thrive in a matrix environment building senior executive relationships in financial services.

Join a high-growth organization focused on regulated industries like finance, leveraging intellectual curiosity to turn clients into Smarsh champions. Demonstrate mastery in organization and problem-solving for complex enterprise accounts. Contribute to team improvement through feedback and process adherence.

Requirements

10+ years’ experience in a customer-facing role, preferably in B2B and/or SaaS environments
BA/BS degree in business/technology or comparable experience and 5+ years’ experience in customer success
Understanding of Banks, Broker Dealers, Hedge Funds, Private Equity, FinTech, VC funds and their technology needs
Extremely strong oral and written communication skills
Intellectual Curiosity and technical acumen
Skilled at matrix management and using leadership skills to achieve goals
Demonstrated mastery of organization skills
Proven results in driving customer health and satisfaction resulting in loyalty and advocacy

Responsibilities

Create value for the customer by knowing, tracking, and managing customer’s business objectives tied to Smarsh solutions
Know accounts and organization structure, establish and grow senior executive relationships
Partner with Account Executive to develop long-term strategic account plan and lead substantial portions
Drive and track customer adoption of Smarsh products and services
Proactively identify strategic growth opportunities while providing value with current solutions
Measure and report on customer health, identify steps to improve it
Proactively identify At Risk Clients and define escalation and remediation plans
Establish and oversee comprehensive customer governance structure including Executive Business Reviews