Customer Success Specialist

Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. They are seeking a Customer Success Specialist to manage the needs of Small Business clients, resolve inbound questions, and maintain annual renewal processing. 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 logs outcomes of customer discussions Consistently meet or exceeds 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 (exports, imports, and 1x training fees) Identify additional add on services to grow account partner with sales for new opportunities identified Effectively manage and drive closure of renewal business Identify At-Risk clients and determine needed remediation path Take ownership for resolving customer issues; Partner with other internal teams to ensure client’s needs and resolution with escalated issues are being met Drive client adoption of Smarsh products and services via leading trainings or recommendations for Professional Services custom trainings; provide valuable insights and best practices to customers based on their deployment Work as part of a collaborative team and provide feedback for improvement to internal stakeholders Prepares and hosts Business Reviews for top assigned accounts Other duties as assigned Skills 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 Company Overview Smarsh manage the risk and see the value in their communications data. It was founded in 2001, and is headquartered in Portland, Oregon, USA, with a workforce of 1001-5000 employees. Its website is