Customer Success Manager

As a Customer Success Manager at Smart Communications, you will serve as a trusted strategic advisor to our customers, cultivating and managing strong relationships to drive mutual growth, maximize ROI, and promote advocacy. The ideal candidate will demonstrate strategic thinking and the ability to execute swiftly by identifying opportunities to enhance customer engagement, drive product adoption, and mitigate risk. You will be responsible for delivering meaningful business outcomes and measurable impact, focusing on improving renewal predictability, gross retention, and utilization.

Your contributions will shape a customer-centric engagement framework, establishing lasting and impactful connections with our customers.

Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most. Our Conversation Cloud™ platform powers frictionless, compliant, digital-first experiences through omnichannel communications, intelligent data capture, and secure digital archival. More than 650 enterprises worldwide—including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp—rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and fast-track digital transformation that fuels business growth and elevates the customer experience.

With more than 30 pre-built connectors, Smart Communications’ cloud-native platform integrates effortlessly with the world’s most trusted enterprise systems including Salesforce, Guidewire, Duck Creek, One Span, and Pega, enabling more than 60 billion mission-critical customer conversations globally, and driving faster time to value.

You are a dedicated customer advocate with a passion for delivering exceptional experiences. You excel at balancing multiple priorities while expertly forecasting renewals and understanding your customers' future directions. Your relationship management skills enable you to address customer issues proactively and escalate needs where necessary, all while ensuring a best-in-class customer experience. Your commitment to fostering strong partnerships makes you an invaluable asset to our team.

• Build and maintain strong relationships with assigned customers to enhance customer satisfaction and retention.
• Drive renewal retention and forecast future renewals effectively.
• Manage and report on the status, risk factors, and overall health of customer relationships.
• Develop strategies to expand the footprint of Smart Communications within existing accounts.
• Drive adoption of product features to maximize value and promote best practices.
• Stay informed about product features and relevant use cases to support customers effectively.
• Proactively manage at-risk customers, providing regular updates and escalation as necessary.
• Work independently on ambiguous issues, prioritizing and executing in a dynamic environment.
• Develop strong executive and technical influence by building trust and understanding their business challenges and desired outcomes.
• Collaborate effectively as a team player, thriving in a fast-paced, high-growth environment.
• Take ownership of responsibilities with minimal direction, delivering results in complex projects.
• Proven ability to influence enterprise customers and executive stakeholders effectively.

• Customer renewal rates and logo retention
• Renewal forecasting and opportunity management
• Product adoption and utilization
• Proactive customer engagement including Success Plans and delivering Business Reviews

Must have skills/experience:

• 3+ years of experience as a Customer Success Manager (CSM) or in a similar role, preferably within a Cloud/SaaS organization
• Proven track record in building customer relationships, with a strong understanding of retention and revenue generation
• Strong presentation skills and the ability to engage effectively with all levels of an organization
• Excellent verbal and written communication skills
• Excellent interpersonal skills with confidence to…