Customer Success Representative

• Build customer relationships and promote product adoption
• Address customer issues and promote the value of Smarsh solutions
• Manage renewals
• Escalate client needs internally
• Track follow-up for inbound client questions
• Resolve invoice questions and changes
• Process downgrades, cancellations, and export requests
• Respond promptly to inbound customer calls
• Resolve service problems by clarifying complaints, determining causes, and explaining solutions
• Analyze customer contracts, invoices, and billing issues to identify necessary actions
• Track activity and accurately log customer discussion outcomes in Salesforce
• Process customer account and billing adjustments
• Meet or exceed time-to-resolution targets
• Partner with internal teams to resolve escalated issues and meet client needs

• 1+ years’ experience with customer success or inside sales, preferably for the financial industry or a similar highly regulated industry
• Self-motivation and proven ability to perform well under pressure to meet goals and deadlines
• Excellent written and verbal English communication skills
• Strong listening, influencing, and training skills
• High-reaching, tenacious, and results-driven
• Ability to work independently and in a group environment
• Excellent organization, documentation, and time management skills
• Experience using Salesforce or an equivalent CRM solution is a plus

• Full-time employment
• Remote work from Costa Rica
• Opportunities for professional development
• Diverse and inclusive culture
• Collaboration-focused work environment
• Access to latest AI/ML technology
• Smarsh leadership, culture, and commitment to developing people recognized with Comparably.com Best Places to Work Awards