Smarsh22d ago

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USD 160000–180000/yr

Strategic Senior Customer Success Manager, Enterprise (Financial Services)

United StatesFull-Timemid

Customer Success ManagerStrategic Customer Success ManagerCustomer SuccessCustomer

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Quick Summary

Overview

Who are we? Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications.

Technical Tools

Customer Success ManagerStrategic Customer Success ManagerCustomer SuccessCustomer

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.

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 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

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

Identify best practices and coach across the Customer Success team

Contribute as a collaborative teammate, offering feedback that improves how the broader organization operates

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

About our culture

Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.

Location & Eligibility

Where is the job

United States

Hybrid within the country

Who can apply

Listing Details

Posted: August 13, 2026
First seen: August 13, 2026
Last seen: September 4, 2026

Posting Health

Days active: 0
Repost count: 1
Trust Level: 75%
Scored at: August 13, 2026

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Smarsh

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Smarsh is a leader in digital communications governance and archiving, offering solutions that help organizations manage compliance with regulations while harnessing insights from their communications data.

Employees

3k+

Founded

2001

Domain

smarsh.com

Jobs

View 71 jobs

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Salary

USD 160000–180000

per year