Rohit Khanna, Chief Customer Officer at Smarsh, is a leader deeply committed to elevating customer satisfaction and ensuring businesses achieve their best outcomes. With a career spanning over two decades in technology security and cloud software, Rohit has built an impressive track record of leading global customer success initiatives for organizations ranging from startups to Fortune 500 companies.
Before joining Smarsh, Khanna held leadership roles at SecureAuth, a multi-factor authentication software company, where he was responsible for managing customer success and experience. His extensive background includes steering professional services, customer support, technical architecture, customer success, and training groups for enterprise-focused cybersecurity, big data, and AI-driven cloud software companies. Along the way, he has played pivotal roles in 15 mergers and acquisitions, contributed to two IPOs, and scaled services revenue from $1 million to over $135 million—all while leading teams of varying sizes, from two members to over 600.
This blend of technical expertise, strategic vision, and a relentless focus on customer outcomes has shaped Khanna’s approach to leadership. “I’ve always believed that aligning technical solutions with customer outcomes is at the heart of true success,” he says. It’s a philosophy that continues to guide his work at Smarsh, where he leads a global team of more than 300 professionals across seven locations, all united by a shared mission: delivering exceptional customer experiences.
Under Khanna’s leadership, Smarsh has developed and scaled six key divisions designed to meet the diverse needs of its customers: solutions delivery, global support, data engineering, data management, Smarsh University, and managed services. Each division plays a critical role in ensuring customers receive the highest level of service and support.
The solutions delivery team focuses on seamless implementation and onboarding, while the global support division offers 24/7 assistance tailored to unique customer needs. The data engineering team helps businesses unlock the full potential of their data, while the data management division, staffed with world-class data migration experts, ensures efficient and precise data transfers. Smarsh University, a training platform introduced under Rohit’s guidance, empowers both employees and customers to fully leverage the Smarsh platform. The managed services team ties it all together, offering proactive, outcome-driven support that complements and streamlines customer effort. “Our goal is to ensure our customers achieve their outcomes with ease,” Khanna explains. “When we succeed in doing that, we’re not just providing a service—we’re creating lasting partnerships.”
Smarsh and its Customer-Centric Approach
Smarsh, founded in 2001 by Stephen Marsh, emerged from a visionary understanding of the financial services industry’s shifting needs. Steve, a seasoned professional, saw the pressing challenge of managing the regulatory requirements tied to the ever-growing realm of electronic communications. From this insight, Smarsh was born—a company designed to help businesses search, retain, and monitor digital communications to stay compliant with complex regulatory frameworks.
Today, Smarsh serves as a trusted partner to organizations worldwide, including 18 of the top 20 global banks, enabling businesses to capture, archive, and monitor communications data to manage risk effectively. The Smarsh Enterprise Platform, equipped with AI-driven solutions like Capture, Archive, Conduct, and Discovery, empowers businesses to uncover valuable insights within their digital communications. From leading financial institutions in North America, Europe, and Asia to U.S. government agencies, Smarsh has become synonymous with innovative compliance solutions.
At Smarsh, Khanna has been instrumental in driving the company’s customer-first vision. Under his leadership, Smarsh Central—a dedicated customer help center—was established to deliver personalized and self-service experiences 24/7. Smarsh Central is more than just a help desk; it’s a reflection of the company’s commitment to listening to its clients and proactively addressing their needs. “Our investment in Smarsh Central ensures we remain at the forefront of customer experience as the industry evolves,” says Khanna.
Over the past year, Khanna’s team has focused on elevating Smarsh Central through strategic digital enhancements. The implementation of Knowledge-Centered Service (KCS) methodology has streamlined the documentation and sharing of known issues, enriching the platform’s knowledge base. The team also prioritized refining the search and navigation experience, tailoring it to specific customer needs with targeted knowledge, training resources, and documentation. A well-executed marketing strategy further boosted adoption rates, leading to significant growth in engagement. Smarsh Central’s registered user base has increased by 40%, while new and returning visitors surged by 4.7% and 26%, respectively.
This transformation is reflected in the company’s ability to scale efficiently. “While support staff grew just 3.5 times, our revenue increased sixfold, and the number of products supported doubled,” Khanna notes with pride. These achievements underscore Smarsh’s ability to innovate without compromising the quality of service.
Tailored Solutions for Diverse Customer Needs
Smarsh’s commitment to innovation doesn’t stop at customer support—it extends to its product offerings, designed to cater to a diverse client base that ranges from small businesses to Fortune 500 enterprises. The company’s success lies in its ability to balance flexibility with functionality, providing enterprise-grade customizations for large organizations while ensuring simplicity and speed for SMBs.
Meeting the needs of global enterprises comes with its unique challenges. From navigating intricate regulatory frameworks like GDPR and CCPA to addressing data sovereignty laws, Smarsh excels at delivering compliance solutions tailored to specific jurisdictions. “Enterprises often face intense scrutiny around data residency and model risk management,” explains Khanna. “Our role is to provide clear strategies for data localization and work closely with regulators to ensure compliance.”
For smaller businesses, Smarsh emphasizes efficiency and education. SMBs may lack the resources or awareness to prioritize compliance until it becomes a pressing issue. Smarsh’s approach is twofold: streamlining implementation to deliver immediate value and fostering awareness about the risks of non-compliance. By offering cost-effective, scalable solutions, Smarsh helps small businesses meet industry standards while preparing them for future growth.
Smarsh’s ability to bridge the gap between human expertise and advanced technology lies at the heart of its success. Whether through leveraging AI to refine compliance tools or evolving Smarsh Central to better serve customers, the company continuously pushes the boundaries of innovation. “At Smarsh, we believe in blending cutting-edge technology with a human touch to ensure our clients’ success,” Khanna shares. From multinational corporations to local businesses, Smarsh’s tailored strategies, robust support, and forward-thinking solutions make it a leader in the ever-evolving field of compliance technology.
Smarsh’s Blueprint for Exceptional Service
At the heart of Smarsh’s approach to customer success lies a commitment to adapting to customer feedback and evolving industry demands. Under Khanna’s leadership, the solutions delivery team was designed to address diverse client needs by offering professional services and project management that ensure seamless implementation and onboarding. This division was built with a vision to guarantee a smooth start for every new client while fostering long-term relationships.
Khanna emphasized the importance of laying a strong foundation for customer success, explaining, “From the very beginning of their journey with Smarsh, our goal is to create a cycle of consistent support. It’s not just about solving immediate challenges but building trust for the future.” This philosophy, coupled with a hands-on approach and skilled mentorship, has positioned Smarsh as a reliable partner for organizations navigating complex compliance and operational challenges.
By delivering tailored, high-value solutions, Smarsh achieved an extraordinary 800-fold increase in services revenue while maintaining above-industry profit margins. This growth reflects the company’s ability to combine operational efficiency with strategic innovation, cementing its reputation as a leader in customer success.
To meet the needs of a growing client base, Khanna’s team implemented a balanced workforce model featuring Centers of Excellence (COEs) in multiple global locations, including Belfast, Costa Rica, India, Israel and Philippines. This 50/50 onshore-offshore strategy not only optimized costs but also ensured round-the-clock service delivery across time zones. These COEs have become the backbone of Smarsh’s global operations, supporting scalability while maintaining high-quality service.
Additionally, Smarsh Central, the company’s customer experience platform, has undergone significant enhancements to meet evolving client expectations. AI and machine learning-based search capabilities now provide real-time access to a wealth of information, including training resources, product documentation, and knowledge articles. These updates have drastically improved the customer experience, delivering targeted, up-to-date content at the click of a button.
Smarsh’s commitment to technological innovation is evident in its integration of AI tools to optimize customer support processes. By streamlining operations and reducing response times from over five minutes to a remarkable 0.84 minutes, Smarsh has set a new standard for efficiency in the industry. Khanna highlighted the risks companies face when they delay adopting transformative technologies, noting, “Businesses can’t afford to fall behind. By leveraging AI, we’ve not only improved issue resolution times but have also delivered a seamless experience that customers now expect as the norm.”
Building a Culture of Success
Being a successful customer experience leader is about more than numbers; it’s about creating meaningful impact—on customers, teams, and the industry. Khanna believes in a holistic approach that combines a clear strategic vision with actionable, measurable steps.
Providing clarity to his team has been central to his leadership, emphasizing a shared mission to empower customers and help them achieve compliance and operational goals. A unified vision ensures that every team member understands their role in cultivating a customer-centric culture. At Smarsh, this commitment is reflected at every stage of the customer journey, translating into tangible outcomes that benefit both clients and the company.
Khanna also ensures his teams are well-equipped through Smarsh University, a platform offering robust product training and compliance frameworks. The use of advanced tools like real-time analytics and success planning software further enables employees to address customer challenges with confidence. Recognizing and celebrating achievements is another cornerstone of his leadership approach. Whether through public shoutouts, awards, or sharing positive customer feedback, Khanna believes in highlighting accomplishments to keep morale high and reinforce the value of consistent delivery.
Listening to team feedback is as important as listening to customers. Through regular surveys, one-on-one meetings, and team discussions, Khanna fosters an environment where employees feel heard and valued. He noted, “When people see their feedback lead to action, it boosts morale and engagement in ways that are deeply impactful.”
Ultimately, Khanna’s leadership is guided by a clear purpose. He reminds his team that their work isn’t just about solving technical issues; it’s about enabling businesses to thrive in highly regulated environments by meeting their compliance obligations and protecting their data. By fostering clarity, empowerment, recognition, and development, Smarsh has created a culture where every team member is inspired to go above and beyond for customers, driving exceptional results and reinforcing the company’s position as a leader in customer success.
Raising the Bar on Customer Success Metrics
Under the leadership of Khanna, Smarsh has transformed its approach to customer success by focusing on metrics that matter most to its clients. One standout measure is the company’s Net Promoter Score (NPS), which reflects the trust and satisfaction customers feel. When Khanna joined Smarsh, the NPS stood in the low 20s—a figure that signaled room for improvement. Today, that number has climbed to an impressive 62.8, a 40-point leap that speaks volumes about the trust Smarsh has cultivated.
Khanna views this achievement as a testament to the company’s commitment to excellence. He remarked, “The NPS is more than a number. It’s a direct reflection of the trust our customers have in us, and it shows we’re doing the right things to meet their needs.”
Response time has also been a focal point in Smarsh’s journey toward customer success. In the past five years, the company has dramatically reduced its average customer response time from over five minutes to just 0.84 minutes. This improvement has ensured faster issue resolution and created a more seamless experience for customers navigating Smarsh’s platforms.
Another transformative achievement has been in onboarding efficiency. Recognizing the link between onboarding time and customer satisfaction, Smarsh has reduced its average onboarding time by an impressive 75%. This means clients can now start benefiting from their partnership with Smarsh much sooner, avoiding unnecessary delays and complexities. The Customer Success team prioritized creating a frictionless onboarding process that not only instills confidence in new customers but also sets the stage for long-term success.
The focus on customer satisfaction is equally evident in Smarsh’s remarkable 96.5% satisfaction score. This milestone reflects a carefully designed customer experience that prioritizes support, responsiveness, and a relentless focus on exceeding expectations. According to Khanna, “When customers feel valued and supported, it’s not just about solving their immediate challenges—it’s about building a lasting relationship that keeps delivering value.”
Charting a Future of Innovation and Growth
As Smarsh’s customer base continues to expand, the company remains committed to adapting to evolving needs with a forward-thinking, customer-centric mindset. This adaptability involves reshaping teams, redefining goals, and building innovative solutions that align with customer demands.
One such initiative is the Smarsh Annual Service Plan (ASP), tailored for large and global financial firms seeking greater control, faster time-to-value, and lower costs. ASP provides on-demand expertise to help organizations navigate and manage the complexities of their Enterprise Platform. Recognizing the growing demand for this solution, Smarsh plans to expand its ASP client base and offer even more businesses an efficient and cost-effective path to success.
Technology will also play a central role in Smarsh’s growth strategy. By leveraging advancements in AI, the company aims to enhance its customer service platforms in ways that align with its core mission and values. This includes introducing AI-driven capabilities to streamline operations, improve customer interactions, and deliver even greater value to its clients.
Khanna emphasized that the company’s focus on listening to customer feedback and analyzing market trends will remain unchanged. “We’re always looking for ways to evolve alongside our customers. By staying attuned to their needs and embracing emerging technologies, we ensure that we not only meet but exceed their expectations,” he shared.
With its eyes set on the future, Smarsh is poised to build on its legacy of customer success while driving innovation. The company’s commitment to delivering value, fostering trust, and staying agile in an ever-changing landscape ensures it remains a trusted partner for its clients, now and in the years to come.