Vice President, Customer Success & Experience
Portland, Or, Us
Smarsh is the recognized global leader for archiving solutions providing regulated organizations with communication capture, archive, e-discovery, supervision, and Artificial Intelligence solutions across 100+ communication channels. Responsible for leading the global Customer Success and Customer Experience teams to meet retention targets, improve customer experience, and drive lifetime value per customer. Operational Excellence & Transformation • Responsible for 305M+ ARR in renewal revenue with 113% net retention average across all segments • Drove 3% increase to gross retention and 50% improvement in customer rNPS scores• Built and deployed renewal forecasting reporting driving increased visibility• Established executive KPI tracking, churn forecasting, and At Risk reporting and playbooksCustomer Experience and Change Management • Executed multiple go-to-market implementations including commercial model conversions, move to Annual Billing, and move from heritage on-prem to SaaS• Built the customer communications strategy responsible for product, incident, and nurture outreach• Developed Customer Journey roadmap; led team responsible for implementing improvements• Facilitated annual Customer Advisory Board meeting in partnership with Marketing and Product People Leadership • Restructured and grew team through sales led growth and two acquisitions; scaled from 19 to 65 team members globally• Drove 200%+ increase in positive eNPS results, exceeded industry averages for employee retention. • Established Career Pathing for ICs and People Leaders, partnered with HR to deliver role card and leveling
