Strategic Senior Customer Success Manager, Enterprise (Financial Services)

Job description

**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 looking for a Strategic Senior Customer Success Manager to serve as the executive-level owner of some of our most critical enterprise relationships. You'll operate as a trusted advisor and business partner to senior stakeholders both within Smarsh and at the customer, translating complex regulatory, operational, and technology objectives into a clear roadmap for maximizing value. The full customer lifecycle is yours to own, including adoption, health, governance, renewal, and expansion. In the role, you will be the connective tissue between the customer's evolving priorities and Smarsh's product and executive teams. ### How will you contribute? **Own the relationship** - Know your accounts inside and out: their business objectives, organizational structure, and how Smarsh solutions tie to what matters to them - Establish, maintain, and grow senior executive relationships across your accounts - Partner with the Account Executive to build and lead the long-term strategic account plan **Drive outcomes** - Drive and track customer adoption of Smarsh products and services - Proactively identify growth opportunities while continuing to prove value from what the customer already has - Measure and report on customer health, and lead the effort to improve it where needed, including mobilizing internal resources - Identify risk early and own the escalation and remediation plans, coordinating across departments as needed - Take ownership of customer issues from start to finish, partnering with internal teams to ensure timely resolution **Run the operating rhythm** - Establish and oversee a comprehensive governance structure with clear processes, cadence, and communication channels, including Executive Business Reviews - Lead recurring meetings for your accounts, from EBRs to 1:1s with key contacts - Negotiate complex renewal terms - Track activity and outcomes accurately in CRM tools, and consistently meet or exceed customer activity metrics and SLAs **Raise the bar** - Identify best practices and coach across the Customer Success team - Contribute as a collaborative teammate, offering feedback that improves how the broader organization operates ### What will you bring? - 15+ years in a customer-facing role managing large-scale relationships with major financial services firms, either in a vendor Customer Success or Account Management role, or in a senior internal relationship management function - BA/BS in business, technology, or a related field, or comparable experience - Direct experience working in or with large financial services institutions - Executive level communication and presentation skills, with the confidence to operate in the C-suite - Intellectual curiosity paired with real technical acumen - Skilled at matrix management and able to drive outcomes through influence, not just authority - Exceptional organizational skills and the ability to juggle multiple high-stakes priorities without losing precision - Sharp problem-solving instincts and the ability to get to the heart of a question quickly - A track record of turning customer health into loyalty and advocacy