Remote Customer Success Specialist - SaaS Solutions

About the Role

Join Smarsh as a Remote Customer Success Specialist and be part of a dynamic team dedicated to empowering our clients in managing risks and maximizing the value of their digital communications. As a Customer Success Specialist, you will play a crucial role in ensuring that our Small Business clients achieve their business goals while utilizing Smarsh products effectively. This position offers a unique opportunity to work remotely, allowing you to contribute to our mission from anywhere.

What You'll Do

• Deliver a high level of responsiveness to assigned accounts, ensuring customer satisfaction and success.
• 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.
• Consistently meet or exceed target customer activity metrics and service level objectives (SLOs).
• Manage assigned client contracts, invoices, billing, and 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.

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 and attention to detail.
• Ability to juggle multiple tasks and quickly understand questions to problem-solve.
• 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 AI/ML technologies in customer success.
• Familiarity with compliance and legal regulations in digital communications.
• Knowledge of additional customer relationship management (CRM) tools.

What We Offer

• Competitive hourly rate of $26 - $33, commensurate with experience.
• Remote work flexibility, allowing you to work from anywhere.
• A collaborative and innovative company culture that values diversity.
• Opportunities for professional development and growth within the organization.
• Recognition as one of Comparably.com’s Best Places to Work.

Join us at Smarsh and discover what the best work of your career looks like as a Remote Customer Success Specialist. Your contributions will help our clients navigate their digital communications while driving their success and satisfaction.