Strategic Senior Customer Success Manager, Enterprise (Financial Services)

Smarsh smarsh.com Open · verified Sep 12, 2026

Hybrid New York Atlanta Full-time Senior Customer Success

Senior Customer Success role at Smarsh. New York · full-time · $160,000–$180,000 base.

SalaryStated by Smarsh

$160,000 – $180,000

Base salary for this role, in USD per year, as published in the posting.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

Own executive relationships across strategic financial-services accounts and connect their priorities to Smarsh teams
Build account plans with the Account Executive, then steer adoption, health, renewal, and expansion
Set governance and meeting rhythms, including Executive Business Reviews and regular contact sessions
Spot risk, lead remediation, and carry customer issues through resolution with internal partners
Measure customer outcomes in CRM, manage SLAs, and surface growth opportunities

What you bring

Bring fifteen-plus years managing major financial-services relationships in Customer Success, Account Management, or internal relationship leadership
Hold a BA or BS in business, technology, or a related discipline, or offer equivalent experience
Communicate and present credibly with C-suite stakeholders, backed by technical fluency
Influence across a matrix while handling several high-stakes priorities with strong precision
Show that you've turned customer health into loyalty and advocacy

Who this fits

You’ll suit this role if you’re comfortable advising senior financial-services stakeholders, coordinating across teams, and learning complex technology and regulatory environments. The position is based in New York with a hybrid setup. Smarsh emphasizes collaboration, curiosity, humility, and purposeful innovation.

From the employer

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

Smarsh is looking for a Strategic Senior Customer Success Manager to serve as the executive-level owner of some of our most critical enterprise relationships.

You'll operate as a trusted advisor and business partner to senior stakeholders both within Smarsh and at the customer, translating complex regulatory, operational, and technology objectives into a clear roadmap for maximizing value. The full customer lifecycle is yours to own, including adoption, health, governance, renewal, and expansion. In the role, you will be the connective tissue between the customer's evolving priorities and Smarsh's product and executive teams.

How will you contribute?

Own the relationship

Know your accounts inside and out: their business objectives, organizational structure, and how Smarsh solutions tie to what matters to them
Establish, maintain, and grow senior executive relationships across your accounts
Partner with the Account Executive to build and lead the long-term strategic account plan

Drive outcomes

Drive and track customer adoption of Smarsh products and services
Proactively identify growth opportunities while continuing to prove value from what the customer already has
Measure and report on customer health, and lead the effort to improve it where needed, including mobilizing internal resources
Identify risk early and own the escalation and remediation plans, coordinating across departments as needed
Take ownership of customer issues from start to finish, partnering with internal teams to ensure timely resolution

Run the operating rhythm

Establish and oversee a comprehensive governance structure with clear processes, cadence, and communication channels, including Executive Business Reviews
Lead recurring meetings for your accounts, from EBRs to 1:1s with key contacts
Negotiate complex renewal terms
Track activity and outcomes accurately in CRM tools, and consistently meet or exceed customer activity metrics and SLAs

Raise the bar

Identify best practices and coach across the Customer Success team
Contribute as a collaborative teammate, offering feedback that improves how the broader organization operates

What will you bring?

15+ years in a customer-facing role managing large-scale relationships with major financial services firms, either in a vendor Customer Success or Account Management role, or in a senior internal relationship management function
BA/BS in business, technology, or a related field, or comparable experience
Direct experience working in or with large financial services institutions
Executive level communication and presentation skills, with the confidence to operate in the C-suite
Intellectual curiosity paired with real technical acumen
Skilled at matrix management and able to drive outcomes through influence, not just authority
Exceptional organizational skills and the ability to juggle multiple high-stakes priorities without losing precision
Sharp problem-solving instincts and the ability to get to the heart of a question quickly
A track record of turning customer health into loyalty and advocacy

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.