--- title: 'Customer Success Manager, Corp 3 at Smarsh' canonical: 'https://feeny.ai/job/customer-success-manager-corp-3-smarsh-portland-bd6hspnfthdd' type: 'job' last_seen: '2026-09-09' --- # Customer Success Manager, Corp 3 at Smarsh - **Company:** Smarsh - **Location:** Portland - **Compensation:** $80k–$100k - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-09-02 - **Last confirmed live:** 2026-09-09 - **Apply:** https://jobs.lever.co/smarsh/fd2e258f-92eb-4ea2-b3d6-c84f9ffea782 ## Job description 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 The Customer Success team is our customer’s trusted partner and advocate, with the goal of driving our customer’s success and establishing loyal relationships with Smarsh.  Customer Success provides business-level relationship management to drive maximum lifetime value for Smarsh.  Customer Success is actively involved customers to build relationships, promote product adoption, address issues, identify new business opportunities, negotiate contract terms, and identifying ongoing promotion of the value of Smarsh solutions. This includes but is not limited to processing At Risk cases, escalating client needs internally, following up on survey responses, tracking action items and follow up for addressing client inbound questions, resolving invoice questions or changes, processing downgrades, cancellations, and export requests. this also includes renewal management, identifying uplift opportunities and quarterbacking on-time signature. For our largest customers, this includes servicing as the relationship manager, partnering across the organization to support the customer managing all commercial aspects of the relationship. What will you do? - Deliver high level of responsiveness to assigned Mid-Market tier accounts - Work with clients via Retention Cases, prevent and manage churn - Tracks activity in [SalesForce.com](http://SalesForce.com), and accurately logs outcomes of customer discussions - Maintains daily/weekly meetings for assigned accounts (~100k - 1mil ARR), typically a territory of approximately 35+ accounts - Prepares and hosts Business Reviews for top assigned accounts in territory - Consistently meet or exceeds target customer activity metrics and SLOs - Manage assigned client contracts, invoices, billing, SLA reporting requirements - Process contract changes including add-on services, downgrades, cancellations - Create accurate quotes and obtain purchase orders for Smarsh services (exports, imports, 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 recommending 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 What will you bring? - 3+ years' experience with customer service, customer success or inside sales preferably for the financial industry or similar highly regulated industry - 1+years' experience in SMB role or similar - BA/BS degree or 4+ years experience in customer success in lieu of a degree - Completion of Customer Success outside learning - 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 Sr leaders, accounting, &/or technical audiences - MS Office Suite knowledge (PPT) ## 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. ## About Smarsh ## Company Overview - **One-liner**: Smarsh is a global leader in communications data and intelligence, providing cloud-native, AI-powered archiving, capture, and supervision solutions to help regulated organizations manage compliance risk. - **Entity Type**: Private (backed by K1 Investment Management) - **Headquarters**: Portland, Oregon, United States - **Founded**: 2002 - **Founders**: Stephen Marsh ## Core Business - **Primary industry/industries**: RegTech (Regulatory Technology), Enterprise Compliance, Communications Archiving & Surveillance - **Target customers**: B2B; primarily large financial institutions (top global banks, insurers, investment firms), government agencies, and other highly regulated enterprises. - **Mission or purpose statement**: To help customers use the latest communication, AI, and collaboration tools while minimizing compliance risk, transforming required communications data into business intelligence. ## Products & Services - **Communications Capture**: Captures data from over 80 communication channels including email, mobile, voice, video, chat, and AI tools. - **Regulatory Archiving**: Provides secure, scalable archiving on-premise or in the cloud to meet SEC, FINRA, and global regulatory requirements. - **Communications Surveillance**: AI-powered risk detection and review processes to uncover risks and act before they escalate. - **eDiscovery**: Tools for searching and reviewing archived communications data for legal and regulatory discovery. - **Call Recording and Analytics**: Captures and analyzes voice communications for compliance and insight. ## Market Standing - **Valuation/Market Cap**: Not publicly available (private company). - **Key Metric**: Total Funding of $258.6M across 5 rounds; Annual Revenue of $201.2M. - **Notable Investors/Partners**: Parent company is K1 Investment Management. Serves over 6,500 customers, including top global banks. - **Growth Signals**: Named a 2025 Gartner® Magic Quadrant™ Leader for Digital Communications Governance and Archiving Solutions. Employee headcount of 943 people, growing 6.0% year-over-year. Expanding AI and API capabilities. ## Competitive Advantages - **First-mover in cloud and AI**: Has shaped the future of communications data intelligence for regulated industries since 2002. - **Breadth of coverage**: Captures more than 80 communication channels, providing a comprehensive compliance solution. - **AI-powered intelligence**: Transforms compliance data from a checkbox into a strategic advantage with risk detection and business insights. - **Deep expertise**: Over 1,000 employees dedicated to customers, with leadership possessing deep experience in financial services, regulatory technology, and enterprise-scale AI. ## Strategic Focus - **AI and Platform Expansion**: Evolving AI and expanding APIs to deliver smarter compliance and greater control over regulated communications data. - **Agentic & Platform Development**: Actively hiring for roles in "Agentic & Platform" and "Python + AI Platform," indicating a focus on next-generation AI agents and platform capabilities. - **Customer Growth**: Targeting enterprise accounts, including federal (DoW) and financial services sectors, with roles like "Enterprise Account Executive, Federal." ## Why Work Here - **Culture**: Emphasizes collaboration, innovation, and a "One Smarsh" community. Inclusion is embedded in guiding principles with a commitment to equity and empowering every voice. - **Remote/Hybrid/Office**: Offers flexible work arrangements to manage what matters most, both in and out of work. Has 11 locations globally with a workforce distributed across 14 countries. - **Notable Perks**: - **Flexible PTO**: "Take-what-you-need" time off policy. - **Sabbatical**: A four-week sabbatical after six years of employment. - **Wellness Program**: Monthly reimbursement for fitness, mindfulness, and wellness expenses. - **Parental Leave**: Paid leave to welcome new family members. - **Retirement Savings**: Employer match that vests immediately from day one. - **Commuter Benefits**: Monthly reimbursement for transit, biking, or parking. - **Community Impact**: Paid time off to volunteer through the "Full Circle" program. - **Employee Assistance Program (EAP)**: Free and confidential support for personal or work-related challenges. - **Career Growth**: "Scaled for career growth, stability you can count on." Opportunities to develop alongside global experts in AI, data science, and engineering. ## Sources 1. [smarsh.com - Careers](https://www.smarsh.com/careers/) 2. [smarsh.com - About Us](https://www.smarsh.com/about-us/) 3. [linkedin.com - Smarsh Company Page](https://linkedin.com/company/smarsh) 4. [jobs.lever.co - Smarsh Careers](https://jobs.lever.co/smarsh) 5. 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