Customer Success Representative

About the role

Smarsh helps organizations in regulated industries spot compliance, legal or reputational risks across 80+ communication channels. Its Customer Success team acts as a trusted partner and advocate for customers, managing business-level relationships to maximize lifetime value. The company is looking for a motivated, entry-level Customer Success Representative to build relationships, promote product adoption, resolve issues and promote the value of Smarsh solutions.

Key responsibilities

• Renewal management and escalation of client needs internally
• Track follow-up on client inbound questions and resolve invoice questions or changes
• Process downgrades, cancellations and export requests
• Answer inbound customer calls promptly and resolve service problems by clarifying complaints, finding causes and explaining solutions
• Analyze contracts, invoices and billing issues and process account or billing adjustments
• Log customer discussion outcomes in Salesforce and track activity there
• Meet or exceed time-to-resolution targets and partner with internal teams on escalated issues

Required profile

• 1+ years of experience in customer success or inside sales, preferably in finance or another highly regulated industry
• Self-motivated, able to perform well under pressure to meet goals and deadlines
• Excellent written and spoken English, with strong listening, influencing and training skills
• Able to work independently and in a team
• Strong organization, documentation and time management skills

Required skills

• Experience with Salesforce or an equivalent CRM is a plus