Remote Customer Success Specialist - SaaS Focus

About the Role

We are looking for a Remote Customer Success Specialist to join our dynamic team at Smarsh. In this role, you will be pivotal in managing the needs of our Small Business clients, ensuring they derive maximum value from their investment in Smarsh products. As a trusted partner, your goal will be to drive customer success and foster loyal relationships, making this position crucial for our growth and client satisfaction.

What You'll Do

• Deliver a high level of responsiveness to assigned accounts, ensuring all client inquiries are addressed promptly.
• Host meetings for assigned accounts to engage in renewal discussions, address customer success issues, and manage at-risk remediation.
• Work with clients via retention cases to prevent and manage churn effectively.
• Track activities in Salesforce.com, accurately logging outcomes of customer discussions to maintain clear communication.
• Consistently meet or exceed target customer activity metrics and service level objectives (SLOs).
• Manage assigned client contracts, invoices, billing, and service level agreement (SLA) reporting requirements.
• Process contract changes, including add-on services, downgrades, and cancellations.
• Create accurate quotes and obtain purchase orders for Smarsh services, including exports, imports, and training fees.
• Identify additional add-on services to grow accounts and partner with sales for new opportunities.
• Effectively manage and drive closure of renewal business, ensuring client satisfaction and retention.
• Identify at-risk clients and determine the necessary remediation path to enhance their experience.
• Take ownership of resolving customer issues and partner with internal teams to ensure client needs are met.
• Drive client adoption of Smarsh products and services by leading trainings or recommending Professional Services custom trainings.
• Provide valuable insights and best practices to customers based on their deployment.
• Work collaboratively with team members and provide feedback for improvement to internal stakeholders.
• Prepare and host Business Reviews for top assigned accounts.
• Perform other duties as assigned.

Requirements

• 1+ years of experience in a customer-facing role, preferably in B2B and/or SaaS environments.
• BA/BS degree or 4+ years of experience in customer success in lieu of a degree.
• Proficiency in MS Office Suite.
• Effective oral and written communication skills.
• Strong organizational skills with attention to detail.
• Ability to juggle multiple tasks efficiently.
• Proven results in driving customer health and satisfaction, resulting in loyalty and advocacy.
• Ability to deliver presentations to senior leaders and technical audiences.

Nice to Have

• Experience with Salesforce or similar CRM tools.
• Knowledge of compliance and regulatory environments.
• Familiarity with AI/ML technologies in customer service.

What We Offer

• Competitive hourly rate of $26 - $33, based on experience.
• Opportunities for professional development and growth within the company.
• A collaborative work environment that values diversity and inclusion.
• Flexible remote work arrangements.
• Access to the latest tools and technologies to enhance your work experience.
• Recognition and awards for outstanding performance.
• A culture that encourages lifelong learning and innovation.
• Health and wellness benefits.