Strategic Customer Success Manager - Enterprise (Financial Services)

1w1 week ago

Smarsh

London, GB · Full-time · £85,000 – £120,000

About this role

Smarsh empowers customers to manage risk and unleash intelligence in digital communications across 80+ channels. Over 6500 organizations in regulated industries rely on Smarsh to spot compliance risks before fines or headlines. We seek a Strategic Customer Success Manager for Enterprise Customer Success, delivering outcomes to top Fortune 500 accounts worldwide.

You will manage end-to-end customer lifecycle, including adoption, growth, health, governance, and retention in partnership with Account Executives. Create value by tracking business objectives tied to Smarsh solutions and driving product adoption. Proactively identify growth opportunities and at-risk clients to define remediation plans.

Establish senior executive relationships and comprehensive governance with Executive Business Reviews. Partner cross-departmentally to resolve issues and improve customer health. Lead weekly or monthly meetings and negotiate complex renewals as the customer's trusted consultant.

Join a collaborative team in relentless innovation, earning Gartner and Forrester leadership. Contribute to aggressive growth on Inc. 5000 since 2008. Navigate complex objectives to develop Smarsh champions in financial services.

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 respective 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
Establish, maintain and grow senior executive relationships for accounts
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
Measure and report on customer health
Proactively identify at-risk clients and define escalation and remediation plans
Establish and oversee comprehensive customer governance structure including Executive Business Reviews
Take ownership for resolving customer issues and partner with internal teams