Customer Success Specialist

$60,000 - $70,000/Yr

Smarsh - Pleasanton, CA

Full-time - Entry Level

Pleasanton, CA

5,001-10,000 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

Smarsh is seeking a Customer Success Specialist to join its growing Customer Success Team. This role focuses on managing the needs of Small Business clients, resolving inquiries, and overseeing annual renewal processes. The specialist will act as a trusted partner to clients, helping them achieve their business goals and maximize the value of their investment in Smarsh products.

Responsibilities

• Deliver high level of responsiveness to assigned accounts
• Host meetings for assigned accounts to engage in renewal discussions, customer success issues, and/or at-risk remediation
• Work with clients via retention cases, prevent and manage churn
• Track activities in SalesForce.com, and accurately log outcomes of customer discussions
• Consistently meet or exceed target customer activity metrics and SLO's
• Manage assigned client contracts, invoices, billing, SLA reporting requirements
• Process contract changes including add-on services, downgrades, and cancellations
• Create accurate quotes and obtain purchase orders for Smarsh services
• Identify additional add-on services to grow accounts and partner with sales for new opportunities
• Effectively manage and drive closure of renewal business
• Identify at-risk clients and determine needed remediation path
• Take ownership for resolving customer issues and partner with internal teams to ensure client needs are met
• Drive client adoption of Smarsh products and services through training and recommendations
• Prepare and host Business Reviews for top assigned accounts
• Other duties as assigned.

Requirements

• 1+ years' experience in a customer-facing role, preferably in B2B and/or SaaS environments
• BA/BS degree or 4+ years' experience in customer success in lieu of degree
• MS Office Suite knowledge
• Effective oral and written communication skills
• Strong organizational skills
• Detail oriented
• Proficiency at juggling multiple tasks
• Ability to quickly understand questions and problem solve
• Proven results in driving customer health and satisfaction resulting in loyalty and advocacy
• Ability to deliver presentations to senior leaders, accounting, and/or technical audiences.

Benefits

• Competitive salary
• Opportunities for professional development
• Collaborative work environment
• Diversity and inclusion initiatives
• Recognition as a Best Place to Work by Comparably.com