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Customer Success Representative
Remote
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Posted on: 24 Oct 2026
Phewnix Understanding of the Job
The actual job requirements can be found on the career page when you apply.
The Customer Success Representative role at Smarsh is a high‑visibility, remote position that drives client satisfaction and product adoption across our compliance‑focused communication platform. You will be the trusted advisor who ensures customers achieve measurable outcomes, reducing churn and expanding revenue through upsell opportunities. By partnering with sales, product, and support teams, you help shape the future of regulated communications, positioning Smarsh as the industry benchmark for secure, compliant messaging. This role offers a clear path to senior customer success leadership, with exposure to enterprise accounts and cross‑functional strategic initiatives.
In this role you will:
- Own the end‑to‑end onboarding journey for new clients, delivering tailored training and adoption plans.
- Monitor health scores, usage metrics, and NPS trends to proactively address risk and identify growth opportunities.
- Serve as the primary escalation point, coordinating with technical support and engineering to resolve complex issues quickly.
- Conduct quarterly business reviews, presenting data‑driven insights that align product value with customer objectives.
- Collaborate with sales to qualify expansion opportunities and contribute to renewal negotiations.
- Document best practices and contribute to the knowledge base, enhancing team efficiency.
- Report directly to the Director of Customer Success, working within a collaborative, remote‑first team that values transparency and continuous improvement.
Joining Smarsh means becoming part of a culture that champions innovation, integrity, and customer obsession. You’ll benefit from a flexible remote work environment, robust professional development programs, and mentorship from industry leaders in compliance technology. As the regulatory landscape evolves, your expertise will be pivotal in helping organizations navigate complex communication requirements, making this role both impactful and future‑proof. Smarsh’s commitment to diversity, inclusion, and employee well‑being ensures you thrive personally and professionally while shaping the next generation of secure communication solutions.
In this role you will:
- Own the end‑to‑end onboarding journey for new clients, delivering tailored training and adoption plans.
- Monitor health scores, usage metrics, and NPS trends to proactively address risk and identify growth opportunities.
- Serve as the primary escalation point, coordinating with technical support and engineering to resolve complex issues quickly.
- Conduct quarterly business reviews, presenting data‑driven insights that align product value with customer objectives.
- Collaborate with sales to qualify expansion opportunities and contribute to renewal negotiations.
- Document best practices and contribute to the knowledge base, enhancing team efficiency.
- Report directly to the Director of Customer Success, working within a collaborative, remote‑first team that values transparency and continuous improvement.
Joining Smarsh means becoming part of a culture that champions innovation, integrity, and customer obsession. You’ll benefit from a flexible remote work environment, robust professional development programs, and mentorship from industry leaders in compliance technology. As the regulatory landscape evolves, your expertise will be pivotal in helping organizations navigate complex communication requirements, making this role both impactful and future‑proof. Smarsh’s commitment to diversity, inclusion, and employee well‑being ensures you thrive personally and professionally while shaping the next generation of secure communication solutions.
Job Overview
Salary:
Not disclosed
JOB TYPE:
Not specified
Experience:
Not mentioned
Job Location:
Job Level:
Not specified
Education:
Graduation
