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Manage a portfolio of U.S. public sector accounts to drive adoption, retention, expansion, and satisfaction of the GitLab DevSecOps platform. Translate pre-sales plans into measurable objectives, coach customers on Git, CI/CD, and DevSecOps best practices, coordinate cross-functional responses, and use project management to deliver customer enablement and success initiatives.
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Artificial Intelligence • Cloud • Fintech • Machine Learning • Mobile • Software
As a Customer Success Manager, you will manage a portfolio of enterprise accounts, build relationships, analyze data for insights, and ensure customer satisfaction.
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The Customer Success Manager enhances customer experience through support, strategic guidance, and relationship building to drive product adoption and success.
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Ai Solutions
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.
Smarsh is seeking a Sr. Customer Success Manager to join our Public Sector Customer Success organization. In this role, you will own a portfolio of public sector accounts, managing the end-to-end customer lifecycle including adoption and growth, health, governance, and retention in partnership with your Account Executives. You will provide business-level relationship management that drives lasting value for our customers and Smarsh alike.
If you are passionate about building meaningful relationships, making a real impact on your customers' success, and being the person they count on, we want to hear from you.
How will you contribute?
- Manage client communications and expectations with professionalism and responsiveness
- Consistently and accurately track and log customer communication in a client relationship management platform
- Prepare and host Business Reviews for top assigned accounts in book of business
- Effectively manage and drive closure of renewals
- Identify at-risk clients and determine the needed remediation path to minimize churn
- Take ownership of resolving customer issues, partnering with internal teams to escalate and resolve client requests in a timely manner
- Quickly analyze and identify the root cause of billing discrepancies
- Consistently meet or exceed time to resolution targets
- Partner with Sales and Product to identify growth opportunities
- Process contract changes including add-on services, downgrades, cancellations
- Provide valuable insights and best practices to customers based on their deployment
- Work as part of a collaborative team to act as the voice of the customer to internal stakeholders
- Serve as a subject matter expert for Smarsh processes and procedures
What will you bring?
- 3+ years' experience with customer success, preferably supporting public sector or similarly regulated organizations
- A track record of building trusted, long-term relationships with customers
- Proven results driving customer health and satisfaction
- Ability to navigate multi-stakeholder organizations and earn credibility at every level, from IT administrators to agency directors
- Effective oral and written communication skills, including the ability to deliver presentations to senior agency leaders and technical audiences
- Working familiarity with government procurement processes and budget cycles (preferred)
- Ability to work both independently and collaboratively
- Strong organizational skills with the ability to manage multiple priorities and competing demands
- BA/BS degree or 4+ years of equivalent experience in customer success in lieu of a degree
- MS Office Suite proficiency
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.
Smarsh New York, New York, USA Office
11 Times Square, 31st Floor, New York, United States, 10036
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
