Current Openings

Houston, Texas

Customer Success Manager

SmartVault is seeking a smart, motivated problem-solver to join our Customer Success team as a Customer Success Manager.

In this role, you will be responsible for guiding customers through their onboarding journey to drive adoption. Additionally, you will manage the ongoing relationship with your assigned customers to reduce churn and drive advocacy.

Key Responsibilities

  • Conduct software implementations for new customers with the outcome of successfully on-boarding and adopting the SmartVault platform.

  • Promote customer awareness of new releases and features, provide insight through other use cases, and offer insightful reporting and analytics to continuously ensure maximum adoption and delight with SmartVault

  • Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; proactively drive data-driven, account-focused campaigns to increase customer engagement and product adoption

  • Represent the “Voice of the Customer,” to key-stake holders within SmartVault

  • Work with customer marketing to enhance the training content customers access online; this may include recording video content, or hosting group-based training classes

  • Be an active member of the team with suggestions on how to improve processes.

  • Partner with Account Representatives within the Sales Organization to identify and scope opportunities for expansion within assigned customer base

If You're the Right Fit...

You Ideally Have...

  • BA/BS Degree

  • 2+ years working in a customer success, project management, implementation, or technical support role - working in B2B technology is a definite plus

  • Strong working knowledge of Microsoft Windows platforms (Win 7, 8 and 10) and client server applications

  • Used a CRM solution to track customer engagements (Salesforce preferred)

  • Experience using web-based collaboration solutions to deliver training or support to customers (GoToMeeting, GoToAssist, GoToTraining, Zoom preferred)

  • Great organizational skills

  • Proven effectiveness in a highly matrixed, cross-functional environment

  • Strong Business Acumen; Highly developed relationship management skills and analytical aptitude.

  • Advanced aptitude for technology, systems-based thinking, and business process definition

  • Excellent interpersonal skills; Proven success exerting influence and tailoring the message to the audience

You are...

  • Passionate about customers – you are a very important part of their successful journey with SmartVault

  • A problem solver – you can research, troubleshoot and resolve issues to improve the onboarding experience for customers

  • A great communicator – you have strong verbal skills and can adapt your communication to help customers differently depending on their level of technical skill

  • A process junkie – you understand that following a process is critical for quality control and scalability, and you like suggesting improvements

  • A techie – you are helping customers adopt a technology solution to improve their workflow, so a strong technical aptitude (mixed with some patience) is a must

  • A team player – in your role, you will work closely with the account management team and the support team in onboarding new customers to SmartVault

Who We Are...

About Us

SmartVault is a cloud-based document management and file sharing solution for small-to-medium sized businesses, professional accountants and bookkeepers. In 2017, SmartVault became part of the GetBusy Group, which is AIM-listed and currently trading on the London Stock Exchange. SmartVault continues to operate as a wholly owned subsidiary in the US, but we are now part of a much larger global team with expanded products serving the US, UK and Australia/New Zealand markets.

SmartVault Team Culture and Values

SmartVault is a collaborative environment, where the number one goal is to strive to solve problems for our customers. We use data to make informed decisions, and we work hard to be transparent with each other and with our customers. Our ultimate purpose is to make people’s lives better at work, so they can focus on higher value activities in their business or personal life. Learn more about our business and our values.

Benefits of Working at SmartVault

We’re striving to make SmartVault the best place to work in Houston. We work in a relaxed environment that emphasizes work/life balance. Our health benefits are top-notch, vacation time is generous, and we even provide time for things like volunteering and yoga. Learn more about our benefits.