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