Smarsh

Role Description 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 Qualifications - 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 Requirements - $92,000 - $100,000 a year - The above salary range represents Smarsh's good faith and reasonable estimate of the range of possible base compensation at the time of posting. - Any applicable bonus programs will be discussed during the recruiting process. - The salary for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, location, specialty and training. - Local cost of living assessments are done for each new hire at the time of offer. Company Description 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.

• Own the Vision and Strategy: Define and deliver on a multi-year vision for our portfolio of workload assets. You will develop a clear product strategy and roadmap that aligns with the broader goals of the engineering organization. • Be the Voice of the Developer: Act as the primary liaison between the Product team and our engineering team. Translate high level business objectives into actionable technical roadmaps, anticipate risks and develop mitigation strategies, and closely work with Iteration Manager to align delivery cadences. • Drive the Roadmap: Translate complex technical requirements and user needs into a prioritized backlog of clear user stories, epics, and product specifications. You will work within an agile environment to ensure a steady flow of value to our customers. • Serve as a Product Evangelist: Champion the platform's vision and services across the organization. Drive adoption and enablement by working with developers to create clear documentation, best practices, and training materials. • Manage the Asset Lifecycle: Oversee the entire lifecycle of our workload assets—from evaluating new technologies and market trends to managing versions and planning the graceful deprecation of legacy systems. • Analyse and Measure: Define and analyse metrics that measure the success of your products, including developer satisfaction, reliability, performance, and total cost of ownership. Use this data to inform your product strategy. • AI Transformation: Build the business case for ongoing investment in AI, monitoring unit economics, leading cross-functional collaboration with AI/ML engineers and delivering AI solutions. • Lead Through Influence: Collaborate closely with key stakeholders in security, compliance, finance, and application development to ensure our workload assets are secure, cost-effective, and aligned with business goals.

• Write production-quality code, design scalable platform capabilities, and set the technical standard for how the team builds. • Deliver reusable platform capabilities such as unlocked packages, shared Apex and LWC libraries, custom metadata frameworks, and CPQ configuration patterns that reduce duplication, enforce consistency, and accelerate team velocity. • Design scalable solutions using Salesforce DX, platform events, custom metadata types, and cloud-specific best practices. • Develop and maintain integration systems and tooling outside of Salesforce, including REST and SOAP APIs, MuleSoft, and ETL tools. • Build services and automation in Python or another object-oriented language where it is the right tool for the job. • Conduct architecture reviews, solution design sessions, and code reviews for complex implementations across Apex, LWC, Flow, and CPQ. • Build and maintain CI/CD pipelines using Salesforce DX, Gearset, GitHub, and other industry-standard tools. • Mentor and coach engineers across teams on Salesforce development and engineering best practices.

• Own the end-to-end renewal process for partner-managed recurring revenue (base ARR), ensuring high retention and predictable outcomes. • Lead renewal orchestration and execution, including 120-day pre-renewal planning cycles • Build and maintain accurate renewal forecasts and risk visibility • Ensure on-time renewal completion and revenue protection • Manage self-provisioning partner book of business • Drive structured renewal governance and accountability across stakeholders • Establish proactive partner health management to identify and mitigate churn risk. • Define and operationalize partner health scoring frameworks • Monitor adoption, usage, and value realization signals • Identify early indicators of risk and execute mitigation strategies • Lead QBR cadence and governance processes to maintain partner alignment • Act as a trusted advisor to partners, ensuring they achieve measurable value from Smarsh solutions. • Drive adoption strategies and success plans aligned to partner outcomes • Support legacy agreement transitions and contract normalization • Lead escalation management and coordinate internal resources to resolve issues • Ensure consistent engagement across the partner lifecycle, particularly approaching renewal • Partner with Channel Account Managers on expansion signals, pricing alignment, and commercial strategy • Collaborate with Partner Enablement Manager to ensure enablement readiness and product adoption • Engage Channel Account Manager when expansion opportunities, pricing changes, or competitive risks arise • Maintain clear role boundaries to support the broader channel operating model

• Collect, analyze, and interpret small/large datasets to uncover meaningful insights to support the development of statistical methods / machine learning algorithms. • Lead the design, training, and deployment of NLP and transformer-based models for financial surveillance and supervisory use cases (e.g., misconduct detection, market abuse, trade manipulation, insider communication). • Development of machine learning models and other analytics following established workflows, while also looking for optimization and improvement opportunities • Data annotation and quality review • Exploratory data analysis and model fail state analysis • Contribute to model governance, documentation, and explainability frameworks aligned with internal and regulatory AI standards. • Client/prospect guidance in machine learning model and analytic fine-tuning/development processes • Provide guidance to junior team members on model development and EDA • Work with Product Manager(s) to intake project/product requirements and translate these to technical tasks within the team’s tooling, technique and procedures • Continued self-led personal development

• Prospect into U.S. federal agencies to identify compliance and records management needs. • Generate Discovery Meetings and Sales Accepted Opportunities (SAOs) for Federal Account Executives. • Educate prospects on Smarsh’s archiving, supervision, and digital communications governance solutions. • Execute multi-channel outreach across phone, email, and professional social platforms. • Qualify inbound leads and strategically target outbound federal accounts. • Research accounts and tailor messaging based on mission, regulatory drivers, and agency mandates. • Maintain accurate activity, notes, and opportunity data in Salesforce. • Assist with support requests and case creation for Customer Success Managers when needed to ensure timely customer follow-up. • Partner closely with Federal AEs, Marketing, and SDR leadership on targeted campaigns and account-based motions. • Travel occasionally for federal industry events, conferences, and field engagement.

Role Description The Global Benefits & Leave Specialist supports the design, administration, and continuous improvement of Smarsh’s global benefits, wellness, and leave programs across multiple countries. This role serves as a key operational partner within the Total Rewards function, ensuring employees receive a high-quality experience while maintaining compliance with country-specific regulations and company policies. This position requires strong knowledge of benefits and leave administration, experience supporting global employee populations, sound judgment, attention to detail, and the ability to manage sensitive and confidential information in a fast-paced environment. How will you contribute? - Global Benefits Administration - Administer global employee benefits programs including medical, dental, vision, retirement, life insurance, disability, wellness initiatives, and supplemental benefit offerings across multiple countries. - Support benefit operations in the US and international regions, including coordination with country-specific vendors, brokers, and administrators. - Serve as a subject matter resource for employees regarding benefit eligibility, enrollment, life event changes, and plan utilization. - Manage benefits onboarding and annual open enrollment processes, including employee communications, education sessions, and system coordination. - Ensure accurate benefits data management and payroll deductions through HRIS and payroll systems. - Partner with the Global Benefits/Total Rewards Manager to support program enhancements, renewals, benchmarking, and process improvements. - Identify opportunities to improve employee experience, operational efficiency, and scalability of global benefits processes. - Leave of Absence Administration - Administer leave of absence programs including FMLA, statutory leave programs, disability, parental leave, sick leave, and country-specific leave requirements. - Coordinate directly with employees, managers, HR partners, and third-party administrators regarding leave eligibility, documentation requirements, timelines, and return-to-work processes. - Track employee leave status and maintain accurate documentation while ensuring confidentiality and compliance. - Support international leave administration and coordinate with regional partners to ensure alignment with local regulations and practices. - Escalate complex or high-risk leave matters appropriately while exercising sound judgment in routine case management. - Wellness & Employee Experience - Coordinate and support global wellness initiatives and employee wellbeing programs in partnership with Total Rewards and People teams. - Assist in the development and execution of employee education and engagement efforts related to benefits and wellness offerings. - Support communication strategies that improve employee understanding and utilization of available programs and resources. - Gather employee feedback and identify opportunities to enhance participation and overall employee experience. - Compliance & Governance - Ensure compliance with applicable federal, state, and international regulations related to benefits and leave administration, including ACA, ERISA, COBRA, HIPAA, FMLA, and applicable country-specific requirements. - Maintain accurate records, documentation, and reporting for audits, renewals, and regulatory compliance activities. - Support annual compliance filings, benefits audits, and vendor reporting requirements. - Monitor changes in legislation and escalate potential impacts to leadership. - Vendor & Stakeholder Partnership - Partner with brokers, insurance carriers, leave administrators, and external vendors to ensure timely issue resolution and quality service delivery. - Assist with vendor management activities including enrollment accuracy, billing reconciliation, reporting validation, and operational issue resolution. - Collaborate cross-functionally with Payroll, HR Operations, Legal, Finance, and People Business Partners to support effective program administration. - Contribute to ongoing process documentation and operational best practices. Qualifications - Bachelor’s degree in Human Resources, Business Administration, or related field preferred. - 4+ years of experience in benefits, leave administration, HR operations, or Total Rewards. - Experience supporting global employee populations and/or benefits administration outside the US strongly preferred. - Knowledge of US benefits and leave regulations including FMLA, ACA, ERISA, COBRA, and HIPAA. - Familiarity with international benefits and leave practices in countries such as the UK, India, Canada, or EMEA/APAC regions preferred. - Experience working with HRIS, benefits administration systems, and payroll platforms. - Strong organizational skills with the ability to manage multiple priorities and deadlines independently. - Strong analytical, problem-solving, and communication skills. - Ability to handle sensitive and confidential information with discretion. - Demonstrated customer service orientation and employee support mindset. Benefits - Healthcare insurance: We provide medical, dental, and vision insurance, and a flexible spending account that allows you to set aside pre-tax dollars to pay for eligible out-of-pocket expenses. - Stock options. - Personal time off: A healthy work-life balance is critical to your success at the office. Smarsh offers a “take-what-you-need” time off policy as well as flexible work arrangements. - 401K Match: Smarsh provides a 4% 401K match for which employees are fully vested on day one. - Sabbatical: The Smarsh sabbatical programme provides a time to recharge, study or simply do something you are passionate about away from the workplace. Employees are eligible after six years of service. - Recognition: We’re big on kudos for a job well done. Our employee-recognition programme enables co-workers to nominate their peers who best embody our core values for recognition.

Role Description We are seeking a detail-oriented and analytical financial analyst to support financial planning, reporting, and data analysis within our SaaS business. This role will work closely with our finance business partner team and sales operations to provide insights into revenue performance, subscription metrics, cost planning, and monitoring of overall business health. This position is ideal for someone who enjoys translating data into actionable recommendations and building relationships. - Assist in financial planning & analysis (FP&A) activities including budgeting, forecasting, and variance analysis - Developing reporting workflows working with native data centers, ERP, CRM, and finance tools - Build and maintain financial models to support strategic decision-making - Prepare monthly and quarterly financial reports for leadership - Partner with sales and customer success to track pipeline, bookings, and renewals - Support revenue forecasting and identify trends or risks - Assist with data extraction and analysis using tools like Excel, SQL, or BI platforms - Improve and automate reporting processes where possible Qualifications - Bachelor’s degree in Finance, Accounting, Economics, or related field - 0–2 years of experience (internships or relevant coursework acceptable) - Strong proficiency in Excel (required) - Basic understanding of financial statements and accounting principles - Familiarity with SaaS business models is a plus - Experience with SQL, Tableau, Power BI, or similar tools is a bonus - Strong analytical, problem-solving, and communication skills Benefits - Healthcare insurance: We provide medical, dental, and vision insurance, and a flexible spending account that allows you to set aside pre-tax dollars to pay for eligible out-of-pocket expenses. - Stock options. - Personal time off: A healthy work-life balance is critical to your success at the office. Smarsh offers a “take-what-you-need” time off policy as well as flexible work arrangements. - 401K Match: Smarsh provides a 4% 401K match for which employees are fully vested on day one. - Sabbatical: The Smarsh sabbatical programme provides a time to recharge, study or simply do something you are passionate about away from the workplace. Employees are eligible after six years of service. - Recognition: We’re big on kudos for a job well done. Our employee-recognition programme enables co-workers to nominate their peers who best embody our core values for recognition. - $70,000 - $75,000 a year

• Plan and execute generative research: user interviews, contextual inquiry, diary studies, and ethnographic observation to uncover unmet needs and opportunity spaces. • Design and run evaluative research: usability studies, concept testing, prototype reviews, and survey-based validation at key product milestones. • Define research questions collaboratively with product, design, and engineering partners, then own execution from recruitment through synthesis. • Develop and maintain a research repository that makes insights discoverable and actionable across teams. • Communicate findings clearly to audiences ranging from ICs to senior leadership, adapting depth and format to the audience. • Advocate for the user in roadmap and prioritization conversations, backed by evidence. • Contribute to and evolve team research standards, tools, and practices.

• Define and enforce a coherent architectural strategy aligned with product vision and long-term platform evolution. • Make and defend high-impact design decisions with multi-year implications. • Lead structural changes required to support scale, extensibility, new communication channels, and AI-enabled supervision capabilities. • Partner with Product Management to translate market and customer needs into durable architectural requirements. • Align Engineering, Product, Compliance, and customer-facing leadership around architectural trade-offs and investment priorities. • Negotiate effectively with demanding internal and external stakeholders. • Architect resilient, secure-by-design, auditable systems capable of operating at petabyte-scale enterprise data volumes across global deployments. • Translate regulatory and compliance requirements into concrete architectural patterns and controls. • Establish governed integration patterns for AI services within Conduct workflows. • Enable AI use cases such as: • AI-assisted policy violation detection and behavioral signal analysis • Investigator workflow acceleration (summarization, prioritization, case insights) • Embed responsible AI principles — privacy, security, fairness, transparency, auditability, and explainability — into platform architecture. • Ensure AI-enabled components meet standards for reliability, observability, cost control, and performance. • Prototype and validate architectural approaches. • Conduct deep design reviews and trade-off analysis. • Troubleshoot production-scale issues involving performance, scalability, and distributed systems behavior. • Coach and mentor engineers to elevate architectural capability across teams.