Sr. Customer Success Manager, Public Sector

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

$92,000 - $100,000 a year

The 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, educati…